Customer Success Manager in London

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee. We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

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 will be responsible for your own portfolio of customers. You will become an expert in practice management best practices, providing consultative advice to help customers achieve success. You will manage projects that drive change, while also acting as a vital link between your customers and the wider Karbon team.

• 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.

• 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.

• 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.
• 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.

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you have made it this far in the job description but your past experience doesn’t perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization. Generally, if you are a good person, we want to talk to you.