Senior Customer Success Manager

About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people‑first culture that is recognized with Great Place to Work® certification and on Fortune magazine's Best Small Workplaces™ List.

Are you motivated by owning the commercial performance and measurable outcomes of a portfolio of accounting firms? Do you thrive operating as a strategic advisor to executive stakeholders, helping firms improve productivity, profitability, and workflow efficiency? Do you proactively identify risk and expansion opportunities through data, insight, and strong multi‑threaded relationships?

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.

• 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.

• 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…