Strategic Customer Success Manager

5 days ago

Apply Now

Receive Emails with Similar Jobs

Karbon

WebsiteLinkedInAll Job Openings

The collaborative practice management platform for accounting firms

Accountants • Growth • Software as a service • Workflow management • Practice management

51 - 200

💰 $66M Series B on 2022-02

Description

• Client Relationship Management • Serve as the main point of contact for a portfolio of strategic customers, ensuring their needs are met and value is continuously delivered. • Develop and maintain strong, trusted relationships with customers, ensuring high engagement and satisfaction. Includes the ability to identify and effectively engage new stakeholders at the executive level. • Act as a customer advocate within Karbon, providing insights to product and leadership teams to enhance our offerings. • Strategic Planning & Execution • Develop and own a quarterly success and expansion strategy for your customer portfolio, focusing on identifying growth and retention opportunities for your accounts. • Leverage behavioral data to evaluate your book of business and develop communication strategies driving the greatest impact at scale. • Lead strategic discussions with customers to mutually identify opportunities for expansion and deepening of the engagement. • Identify at risk accounts and develop strategies to mitigate churn, ensuring customer retention. • Collaborate closely with customers to create tailored Success Plans that align Karbon’s solutions with their strategic goals. Ensure that these plans drive measurable outcomes and long-term success. • Customer Success Strategies • Maintain regular, proactive communication with customers, providing updates, gathering feedback, and addressing concerns. • Track and report on key customer success metrics, including customer health, satisfaction, and retention. • Master the Karbon platform to help customers maximize efficiency and value. Regularly promote, demo, and provide insights on upcoming features and product enhancements. • Work closely with Sales, Product, Education, and Support teams to align on customer goals and deliver a seamless experience across the customer journey.

Requirements

• At least 4 years of experience in a B2B SaaS enablement role (Customer Success or Account Management) with a proven track record of driving retention and managing a successful expansion pipeline. • Proven success leading customers through change management. • Comprehensive experience with Customer Success best practices. • Strong follow up skills, ensuring that customer needs and expectations are consistently met. • Ability to work in a fast-paced, dynamic environment. • Strong problem-solving skills, with a proactive and solutions-oriented mindset. • Excellent communication and presentation skills, with the ability to clearly articulate complex concepts to stakeholders at all levels. • Demonstrated ability to analyze customer data, develop strategic plans, and implement solutions that drive business outcomes. • Comfortable working autonomously in a remote role while being a collaborative team player. • A relentless focus on customer success, always seeking to provide value and optimize customer experiences. • Ability and willingness to travel for customer meetings and industry events, representing Karbon with professionalism and enthusiasm.

Benefits

• Flexible Time Off with an encouraged 4 weeks use per year • Company paid medical for you and eligible spouse/partner and dependents • Paid dental and vision and eligible spouse/partner and dependents • 401(k) with company matching • Flexible Spending Account • Up to 8 weeks paid parental leave • Work-from-home stipend