Senior Customer Success Manager

Senior Customer Success Manager

Company: Karbon Location: Remote (USA) Contract: Permanent

About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. Our award-winning cloud platform empowers tens of thousands of accounting professionals worldwide to work more efficiently and collaboratively. With a presence in 40 countries and a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines, Karbon is a fast-growing, well-funded company. We are ranked #1 on G2 and recognized as a Great Place To Work® and on Fortune magazine's Best Small Workplaces™ List, reflecting our people-first culture.

About the Role

As a Senior Customer Success Manager, you will act as the General Manager for your portfolio of accounting firms, driving commercial performance, measurable outcomes, retention, expansion, and long-term customer growth. You will serve as a strategic advisor to executive stakeholders, helping firms enhance productivity, profitability, and workflow efficiency. This role is crucial in bridging the gap between our customers and our Product Development teams, translating customer insights into actionable feedback for roadmap and revenue strategy.

Key Responsibilities

• Commercial Ownership & Growth:
  • Drive value realization within the first 90 days post-sale, aligning onboarding with defined business KPIs.
  • Own renewal and expansion strategies, identifying cross-sell and upsell opportunities.
  • Increase Net Revenue Retention through product adoption, seat expansion, and multi-threaded engagement.
  • Maintain an accurate renewal forecast 90–120 days in advance.
• Strategic Customer Leadership:
  • Develop multi-threaded relationships with key stakeholders across customer organizations.
  • Equip internal champions with success plans, ROI articulation, and executive-ready materials.
  • Gain deep understanding of accounting firm operations to translate Karbon's capabilities into strategic business outcomes.
  • Act as a trusted advisor, diagnosing workflow inefficiencies and aligning product features to measurable improvements.
  • Create and maintain structured Success Plans tied to customer KPIs and growth objectives.
  • Conduct executive-level business reviews to track progress and identify next steps.
• Risk & Retention Excellence:
  • Proactively identify churn indicators using behavioral data, health metrics, and qualitative insights.
  • Develop and execute structured save plans with clear ROI and executive alignment when risk is identified.
  • Contribute to scalable retention methodologies.
• Cross-Functional Influence:
  • Partner with Sales on expansion strategies and complex renewal negotiations.
  • Collaborate with Implementation, Support, and Education teams for a seamless customer experience.
  • Provide structured, data-backed feedback to Product and Engineering teams to influence roadmap priorities.
  • Work with Marketing to inform industry-specific messaging based on customer outcomes.
  • Drive cross-functional alignment to remove friction and deliver customer value.
• AI & Data Fluency:
  • Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.
  • Utilize dashboards and insights to prioritize actions across your portfolio.

Requirements

• Based in the US or Canada, with experience working in distributed, global teams.
• 7+ years of experience in B2B SaaS, preferably in accounting or professional services software.
• Proven track record of owning renewals and driving measurable expansion revenue in complex accounts.
• Strong executive communication skills, with the ability to influence firm leaders and articulate ROI.
• Demonstrated ability to manage a portfolio with commercial rigor, strategic depth, and disciplined prioritization.
• Proficiency with CRM, Customer Success platforms, forecasting tools, and analytics systems.
• Comfortable operating in a data-driven environment.
• Strong program management capabilities across cross-functional stakeholders.
• Willingness to travel periodically for strategic customer engagements and industry events.

What We Offer

• Global experience working with teams across the USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Comprehensive benefits package including:
  • Paid Flexible Time Off (encouraged 3 weeks per year)
  • Company-paid medical, dental, and vision insurance for you and eligible dependents.
  • Fully company-funded short and long-term disability insurance.
  • Fully company-paid life insurance.
  • 401(k) with company matching.
  • Flexible Spending Account.
  • Up to 8 weeks paid parental leave.
  • Work-from-home stipend.
• Opportunity to work with and learn from an experienced, high-performing team.
• A collaborative, team-oriented culture that embraces