Why This Job is Featured on The SaaS Jobs
Within SaaS, SMB customer success roles sit at the centre of retention economics, where recurring revenue depends on consistent outcomes across many smaller accounts. This listing stands out because it is explicitly built around managing a large portfolio and using automation to create repeatable “wins” at scale—an increasingly common operating model as SaaS companies mature their post-sales motion. The location constraint (Cagayan De Oro or Davao) also signals a role designed for a specific regional talent market while serving a broad customer base.
For a SaaS career, this kind of portfolio-based CSM work develops the mechanics behind durable ARR: onboarding that reduces time-to-value, adoption programs that translate product usage into business impact, and renewal management that depends on early risk detection. The emphasis on data, feedback loops, and collaboration with product and support aligns with how modern SaaS teams turn customer signals into prioritisation, enablement, and process improvements.
This role tends to suit professionals who prefer structured account rhythms, high-volume stakeholder management, and measurable retention outcomes over bespoke enterprise engagements. It will appeal to someone comfortable switching between executive conversations and hands-on enablement, and who enjoys using tooling (CS platforms, CRM, spreadsheets) to standardise customer journeys and surface trends across a customer segment.
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
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.
Candidates must be located in Cagayan De Oro or Davao.
About the Role
- 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.
- Oversee onboarding and training to ensure smooth product implementation.
- 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 You!
Candidates with following experience are encouraged to apply:
- Experience: more than 3 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: Clear, 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?
- Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
- 15 paid time off days per year (which includes 5 Karbon Days per year)
- 7 Sick leave days per year
- Internet and work-from-home subsidy
- Discretionary bonus program
- Work with (and learn from) a very experienced team
- Be part of a startup team that will continue to grow around you
- Flexible approach to work environment (we believe in trust and autonomy)
- A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
