Customer Success Manager - SMB

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. About youCandidates with the followin