Why This Job is Featured on The SaaS Jobs
This Customer Success Manager role sits at the heart of a B2B SaaS operating model: owning a portfolio, measuring outcomes through retention and expansion, and acting as the connective tissue between customers and internal teams. The emphasis on adoption of an Invoicing & Payments product also signals a SaaS environment where product usage and value realization are treated as commercial levers, not just support activities.
From a SaaS career perspective, the remit builds durable skills in running a structured success motion—quarterly planning, health scoring, renewal management, and translating roadmap changes into customer impact. Experience working with usage metrics and Net Dollar Retention-style reporting is broadly transferable across subscription businesses, particularly those that expect Customer Success to influence revenue outcomes through risk management and growth within existing accounts.
The position is best suited to someone who enjoys a consultative approach and is comfortable working autonomously in a remote setup while staying closely aligned with Sales, Product, and Support. It will fit professionals who like combining relationship leadership with operational discipline—project scoping, stakeholder management, and enablement—rather than focusing solely on reactive customer service.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Do you enjoy having responsibility for the growth and value delivered to your portfolio of clients? Are you motivated by working closely with clients to solve their challenges? Do you take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them?
About the Role
As a Customer Success Manager at Karbon, you'll take ownership of your own clients. You'll become an expert in the best practices of practice management and provide consultative advice, that will lead to scoping and leading successful projects to drive change. You'll also function as a crucial link between our customers and the rest of your fellow Karbonites.
Some of your main responsibilities will include:
- Create and own a quarterly success strategy for your customer portfolio. The function of this will be to identify churn risks whilst looking for opportunities to maximize revenue with healthy accounts.
- Build strong relationships with your customers, use empathy to understand their challenges in order to become an expert at driving value with Karbon.
- Become a product expert for our Invoicing & Payments product and act as the regional resource to help train and manage customers through to adoption. You'll proactively push adoption of our Invoicing & Payments product to targeted customers.
- Manage upcoming customer renewals
- Stay up to date with our Product Roadmap and promote, demo and relay information about upcoming features to customers
- Monitor customer health and usage metrics to work proactively
- Advocate for your customers internally and provide important customer insights to other departments such as Product, Sales and Support
- Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR.
About You!
- Physically based in the US and confident working autonomously in a remote role, whilst be willing to travel occasionally to our customers offices to carry out site visits and attend events (approximately 5-10% of your time)
- Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success
- (Preferable) A subject matter expert in the accountancy software market
- A strategic thinker who can play-to-win and you are comfortable carrying a target
- Great relationship building skills
- Excellent communication & presentation skills
- Tenacious - always looking for a better way to serve your customers, such as providing useful information or sharing best practice
- Curious - You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way
- Effective project management skills, including ability to manage resources on a cross-functional team
Why Work at Karbon?
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Excellent benefits package including:
- Paid Flexible Time Off with an encouraged 3 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Company paid dental and vision and eligible spouse/partner and dependents
- Fully company funded short and long term disability
- Fully company paid life insurance
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Be part of a fast-growing company that firmly believes in promoting high performers from within
