Customer Success Manager - SMB
New
K
KarbonAccounting Software
Remote, CanadaFull-TimeMiddle
Salary74,000 - 82,000 CAD per year
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Job Details
- Experience
- More than 2 years
- Required Skills
- SalesforceMicrosoft ExcelCustomer SuccessSaaSGoogle SheetsSlackAccount Management
Requirements
- More than 2 years of customer success or account management experience.
- Experience in SaaS or technology industries is highly preferred.
- Intermediate proficiency in Google Sheets or Excel.
- Proven track record of managing multiple accounts and delivering positive customer experiences.
- Excellent presentation skills with experience engaging executive-level stakeholders.
- Strong problem-solving ability to map product features to customer pain points.
- Clear, effective written and verbal communication skills.
- Team-oriented mindset with the ability to foster a cooperative work environment.
- Familiarity with tools such as Vitally, Salesforce, and Slack.
- Bachelor’s degree in Accounting, Business, Communications, IT, Finance, or Psychology preferred.
Responsibilities
- Build and maintain strong customer relationships as the main point of contact.
- Manage a large portfolio of SMB accounts to maximize user value and business impact.
- Drive product adoption to ensure customers achieve measurable success.
- Proactively prevent churn and manage renewal cycles.
- Resolve customer issues by collaborating with support and product teams.
- Utilize customer data and feedback to inform engagement strategies.
- Work cross-functionally with sales, marketing, and product departments.
- Identify at-risk accounts and develop corrective action plans.
- Encourage customer advocacy through testimonials and case studies.
- Leverage AI-driven tools and analytics to identify risk and productivity signals.
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