Customer Success Manager

CARET brings the latest in technology and automation to over 10,000 legal and accounting firms, empowering highly skilled professionals to refocus their expertise on what truly matters. CARET harnesses powerful and secure practice management, document automation, and payment processing to take firms, professionals, and their clients further.

Our team-defined values guide how we show up for each other, for our partners, and for our customers:

• We succeed together
• We embrace progress
• We care big
• We create space

To join our remote-first, engage from anywhere team, visit getcaret.com/careers.

• Managing a portfolio of over 150+ accounts and interact directly with customers via phone, promoting customer satisfaction, product adoption, retention, and renewals 

• Proactively manage and foster trusted relationships with new and existing clients 
• Maintain a revenue base by managing account retention and renewal 
• Develop and execute win/win negotiation strategies with a retention focus in mind 
• Identify customer needs and demonstrate strong account management capabilities to drive renewal to on-time closure 
• Operating as the lead point of contact for all matters specific to your accounts 

• Serve as a point of escalation for the clients with their requests. 
• Manage Projects and work closely with Sales, Support, Billing, Product, and other technical teams to ensure an exceptional customer experience and take care of any customer issues 
• Being creative when encountering issues or problems with finding Solutions. 
• Provide a full breakdown of your accounts that will is consistently viewed internally by the C-Level Executive team. 
• Obtain references and referrals from your accounts due to their level of satisfaction with the product and company. 

• Maintain a focus on Customer Health and Net Promotor scores to identify risk and opportunities. 
• Provide an unparalleled client experience in comparison to Competitive landscape 
• This role does not have any direct reports or managerial responsibilities 

Qualifications Include:

• 2+ years of account management experience 
• Experience supporting a large volume of small to mid-size business customers 
• Experience with pipeline management, contract negotiations (retention focus), and meeting quota attainment/revenue targets 
• Experience in inside sales/business development, up-selling, product positioning, and customer service to end user customers 
• Experience with Project management and being able to prioritize effectively 

• Experience with interacting with Owners/Partners of companies externally as well as interacting with C-Suite internally 
• Strong customer facing skills and negotiating tactics 
• Experience with Salesforce is required 
• Experience working within the software, SaaS, technology industry is highly preferred 
• Bachelor’s degree preferred, but not required 

• Flexible PTO
• Summer Fridays
• No meeting Fridays
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match

Equal Employment Opportunity: CARET is an Equal Opportunity, Affirmative Action Employer.

The compensation information below is provided in compliance with job posting disclosure requirements.

Pay range: $60,000 - $80,000. Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs. As this is a sales position, this will also include commission structure with accelerators based on over-performance.

Depending on the position, compensation may also include commission, bonuses, etc. Potential for bonuses is based on company performance and potential for merit increases is based on performance.

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