About Karbon Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List. In this role, you will be responsible for managing a large portfolio of SMB customers, with a focus on achieving Karbon's key goals, such as maintaining a high annual logo retention. Your success will be driven by your ability to work efficiently and strategically, using automation tools to deliver consistent value and create frequent wins for a wide customer base each day. You will play a vital role in ensuring long-term customer satisfaction, driving retention, and fostering growth across your accounts. As an SMB Customer Success Manager you will... - Build and maintain strong customer relationships, acting as the main point of contact. - Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses. - Drive product adoption, helping customers see measurable success with the solution. - Proactively prevent churn and manage renewals. - Resolve customer issues in collaboration with support and product teams.



- Use customer data and feedback to inform strategies and improve the experience.

- Work cross-functionally with sales, marketing, and product teams. - Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans. - Encourage customer advocacy and support testimonials and case studies. - Leverage AI-driven tools and usage analytics to identify risk signals, and productivity gains. About You! Candidates with the following experience are encouraged to apply: - Experience : more than 2 years in a customer success or account management experience, ideally in SaaS or technology - Technical Skills : Intermediate proficiency in Google Sheets and/or Excel. - Customer-Centric Track Record : Proven success in delivering outstanding customer experiences and ability to manage multiple accounts - Communication & Presentation : Excellent presentation skills, with confidence engaging executives and leaders. - Problem-Solving Ability : Skilled at identifying customer pain points and mapping product features to solutions. - Written & Verbal Communication : Explicit, effective communicator who adapts easily to different communication methods. - Collaboration : Team-oriented, fostering a cooperative environment that promotes learning and growth. - Tools Familiarity : Experience with Vitally, Salesforce and Slack is highly desirable. - Educational Background : Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role. Why Work at Karbon?

📌 Customer Success Manager - SMB (Canada)
🏢 Karbon
📍 Canada