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.

Overview

We are seeking a results-driven Customer Success Manager focusing heavily on revenue expansion, upselling, and proactive opportunity hunting. You will act as a strategic partner to customers while driving measurable business outcomes and increasing account value.

Key Responsibilities

Account Growth & Hunting

• Proactively identify, develop, and close upsell, cross-sell, and expansion opportunities within existing accounts
• Build and execute account growth plans aligned to customer goals and company revenue targets
• Continuously "hunt" for new use cases, departments, and stakeholders to expand product adoption
• Partner with Sales to convert expansion pipeline into closed revenue
• Own and manage a book of business with a growth quota or expansion target

Customer Success & Relationship Management

• Serve as the trusted advisor to customers, ensuring alignment between their goals and product capabilities
• Build strong relationships with key stakeholders and decision-makers
• Drive product adoption, engagement, and long-term value realization
• Conduct regular business reviews focused on both performance and growth opportunities

Retention & Risk Management

• Monitor customer health and proactively mitigate churn risk
• Develop and execute retention strategies for at-risk accounts
• Ensure renewal readiness while positioning expansion opportunities

Cross-Functional Collaboration

• Partner with Sales, Marketing, Product, and Support teams to drive customer outcomes and growth
• Provide customer feedback to influence product roadmap and go-to-market strategies

Qualifications

• 3-7+ years in Customer Success, Account Management, or Sales roles within a SaaS or technology environment
• Proven track record of carrying and exceeding expansion or revenue targets
• Strong hunting mindset with the ability to uncover and close growth opportunities
• Experience managing complex accounts and multi-threaded relationships
• Excellent communication, negotiation, and presentation skills
• Data-driven approach with the ability to identify trends and opportunities within accounts

Benefits:

• Flexible PTO
• Medical, Dental, Paid Sick Days, Vision, and Supplemental Coverage
• Flexible Spending Account
• Health Savings Account
• 401(k) match

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! We value people with unique backgrounds, experiences, and skillsets. If you're passionate about having a significant impact and shaping the foundations of a rapidly growing product, please apply!

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: $70,000-$80,000 Actual base pay will depend on varying circumstances, including the position, location, individual qualifications, market finances, and other operations business needs.

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.