Senior Customer Success Manager
About The Position
As a Senior Customer Success Manager at Karbon, you'll operate as the General Manager of your portfolio — accountable for retention, expansion, value realization, and long-term customer growth. You'll function as a crucial link between our customers and our Product Development teams, bringing structured customer insights into roadmap conversations and revenue strategy. This role involves driving measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs. You will own the renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments), and drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement. You will also build and manage an accurate renewal forecast 90–120 days in advance. Additionally, you will develop multi-threaded relationships across decision-makers, economic buyers, and operational leaders, enable internal champions with structured success plans, ROI articulation, and executive-ready materials, and develop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomes. You will operate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm-level improvements, and create and maintain structured Success Plans tied to customer KPIs and long-term growth objectives. Executive-level business reviews will be conducted to measure progress and unlock next best actions. Proactively identifying churn indicators through behavioral data, health metrics, and qualitative insight is also key, as is developing structured save plans with clear ROI articulation and executive alignment when risk emerges. You will contribute to scalable retention methodologies as Karbon grows. This role also involves partnering with Sales to support expansion strategy and complex renewal negotiations where needed, collaborating with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycle, and translating customer insights into structured, data-backed feedback for Product and Engineering, influencing roadmap priorities. Collaboration with Marketing to inform industry-specific messaging and thought leadership grounded in real customer outcomes is expected, as is driving cross-functional alignment to remove friction and deliver measurable customer outcomes. Finally, you will leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains, and operate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolio.
Requirements
- Based in the US or Canada and experienced working within distributed, global teams.
- 7+ years of experience in B2B SaaS, ideally within accounting or professional services software.
- Proven track record of owning renewals and driving measurable expansion revenue within complex accounts.
- Strong executive communication skills with the ability to influence firm leaders and articulate ROI clearly and confidently.
- 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 capability across cross-functional stakeholders.
- Willingness to travel periodically for strategic customer engagements and industry events.
Responsibilities
- Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs.
- Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments).
- Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement.
- Build and manage an accurate renewal forecast 90–120 days in advance.
- Develop multi-threaded relationships across decision-makers, economic buyers, and operational leaders.
- Enable internal champions with structured success plans, ROI articulation, and executive-ready materials.
- Develop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomes.
- Operate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm-level improvements.
- Create and maintain structured Success Plans tied to customer KPIs and long-term growth objectives.
- Conduct executive-level business reviews to measure progress and unlock next best actions.
- Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight.
- Develop structured save plans with clear ROI articulation and executive alignment when risk emerges.
- Contribute to scalable retention methodologies as Karbon grows.
- Partner with Sales to support expansion strategy and complex renewal negotiations where needed.
- Collaborate with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycle.
- Translate customer insights into structured, data-backed feedback for Product and Engineering, influencing roadmap priorities.
- Collaborate with Marketing to inform industry-specific messaging and thought leadership grounded in real customer outcomes.
- Drive cross-functional alignment to remove friction and deliver measurable customer outcomes.
- Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.
- Operate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolio.
Benefits
- Up to 5 weeks paid vacation per year
- Strong benefits package including fully employer paid: Medical, prescription and paramedical
- Dental
- Vision
- Life insurance
- $500 a year healthcare spending account
- Flexible work hours
- Working from home allowance
- Generous parental leave
- Work with (and learn from) an experienced, high-performing team
- Be part of a fast-growing company that firmly believes in promoting high performers from within
- A collaborative, team-oriented culture that embraces diversity invests in development and provides consistent feedback
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
