SMB Customer Success Manager

Karbon

full-time

Posted on: 1/9/2026

Location Type: Remote

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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.

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.

Benefits

Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents.
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

Tip: use these terms in your resume and cover letter to boost ATS matches.

customer successaccount managementSaaSGoogle SheetsExcelproblem-solvingcustomer experience management

communicationpresentationcollaborationcustomer-centricadaptability