Why This Job is Featured on The SaaS Jobs
This Customer Success Manager position stands out in SaaS because it sits at the commercial hinge point between product adoption and recurring revenue outcomes. The remit spans onboarding, enablement, renewals, and expansion, with explicit attention to usage signals and customer health. That combination reflects a mature subscription model where retention and Net Revenue Retention are treated as core operating metrics, not secondary KPIs.
For a SaaS career, the role offers repeated exposure to the mechanics of lifecycle management: translating roadmap updates into customer-facing narratives, running structured success planning, and intervening early when adoption indicators deteriorate. It also builds transferable experience in consultative change management, particularly in environments where product value is realised through workflow redesign and training rather than one-time implementation. The cross-functional interface with Product, Sales, and Support mirrors how many SaaS organisations turn customer insight into prioritisation decisions.
This role is best suited to professionals who enjoy owning a portfolio, working to measurable outcomes, and balancing strategic planning with hands-on customer enablement. It will fit someone comfortable operating remotely while maintaining periodic customer visits, and someone motivated by becoming a domain specialist in a specific SaaS product area.
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
About the Role:
Do you enjoy taking ownership of customer relationships and driving growth? Are you motivated by solving customer challenges and ensuring their success? Do you take pride in helping customers achieve their goals, all while seeking out opportunities to continuously deliver value?
As a Customer Success Manager at Karbon, you'll be responsible for your own portfolio of customers. You'll become an expert in practice management best practices, providing consultative advice to help customers achieve success. You'll manage projects that drive change, while also acting as a vital link between your customers and the wider Karbon team.
Key Responsibilities:
- Develop and own a quarterly success strategy for your portfolio of customers, focusing on identifying churn risks and maximising revenue from healthy accounts.
- Build strong, empathetic relationships with your customers, understanding their challenges and driving value through Karbon’s solutions.
- Become a subject matter expert in our Invoicing & Payments product, and lead customers through adoption and training. Proactively promote adoption to targeted customers.
- Manage customer renewals and ensure customer retention.
- Stay up-to-date with Karbon’s Product Roadmap, and promote, demo, and relay upcoming features to customers.
- Monitor customer health and usage metrics, acting proactively to address any issues.
- Advocate for your customers internally, providing valuable feedback to departments like Product, Sales, and Support.
- Key performance metrics will include Retention and Expansion, typically reported as Net Revenue Retention (NRR) or Net Growth.
About You:
- Based in the UK, and comfortable working remotely with occasional travel to customer sites for visits or events (approximately 5-10% of your time).
- Experience in a B2B SaaS role (Customer Success, Account Management, Consulting, or Training) with a proven track record of success.
- Knowledge of the accountancy software market (ideal but not essential).
- A strategic thinker with a results-driven mindset, and comfortable working with targets.
- Strong relationship-building skills and a passion for delivering value to customers.
- Excellent communication and presentation skills.
- Tenacious – constantly looking for new ways to better serve your customers, whether by providing useful information or sharing best practices.
- Curious – eager to learn how top accounting firms operate and sharing those insights in a consultative manner.
- Strong project management skills and experience working with cross-functional teams.
Why Join Karbon?
- Gain global experience across markets in the US, New Zealand, UK, and Canada.
- Enjoy paid flexible time off and a strong work-life balance.
- Benefit from generous parental leave policies.
- Pension matching
- Receive home office equipment and enjoy a flexible working environment.
- Work with and learn from an experienced, high-performing team.
- Be part of a rapidly growing company with a strong focus on promoting high performers from within.
- Join a collaborative, diverse, and inclusive team that values continuous development and feedback.
