Why This Job is Featured on The SaaS Jobs
Customer Success remains one of the clearest levers for durable SaaS growth, and this role sits squarely in that reality: owning a defined portfolio, shaping quarterly success plans, and being accountable for retention and expansion outcomes. The emphasis on health and usage metrics, renewals, and product adoption reflects a recurring-revenue operating model where value realization is measurable and ongoing rather than tied to a one-time implementation.
From a SaaS career perspective, the work builds fluency in the mechanics that most B2B subscription businesses optimize: Net Dollar Retention, churn risk management, and the handoff between product usage and commercial outcomes. Acting as a product expert for a specific module (Invoicing & Payments) also develops a repeatable specialization—driving adoption through enablement, demos, and change management—that transfers across vertical SaaS categories.
This position is best suited to someone who prefers structured ownership and is comfortable being measured on customer outcomes. It will fit professionals who enjoy consultative problem-solving, can communicate roadmap implications clearly, and like operating as the connective tissue between customers and internal teams such as Product, Sales, and Support.
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
