We are seeking a seasoned Enterprise Customer Success Manager (CSM) to lead Karbon’s most complex, global customer relationships. This role has ownership of renewals and expansion across a portfolio of top-tier enterprise accounts. The Enterprise CSM will act as a trusted advisor to C-level executives, orchestrating multi-stakeholder engagement, navigating complex politics, and ensuring customers achieve measurable business outcomes with Karbon.
Executive Relationship & Account Ownership
- Serve as the primary executive-level partner for a portfolio of Karbon’s largest customers and partners.
- Build deep, trusted relationships with senior stakeholders across multiple functions, regions, and business units.
- Act as the voice of the customer within Karbon, influencing product direction, strategy, and innovation.
Renewal & Expansion
- Own renewals and expansion opportunities, negotiating contracts that drive mutual value.
- Develop and execute multi-year account strategies, aligned with customer business goals and Karbon’s growth targets.
- Proactively identify whitespace opportunities to drive multi-product adoption and revenue expansion.
Strategic Planning & Executive Engagement
- Lead Business Reviews and executive workshops, driving alignment on business outcomes, ROI, and long-term partnership value.
- Anticipate market and customer trends, positioning Karbon as a strategic partner in transformation.
- Create tailored Enterprise Success Plans, ensuring outcomes are measurable, visible, and tied to business impact.
- Work cross-functionally with Sales, Implementation, Product, Education, and Support to orchestrate seamless enterprise delivery.
Customer Advocacy & Innovation
- Partner with Product and Leadership to influence roadmap decisions that reflect enterprise needs.
- Identify and elevate customer innovation opportunities, helping customers leverage Karbon in creative and transformative ways.
- Foster customer advocacy through references, case studies, and participation in Karbon events.
Requirements
- 7+ years of experience in B2B SaaS Customer Success, Account Management, or Enterprise Sales.
- Proven success managing multi-million-dollar portfolios with responsibility for renewals and expansion.
- Demonstrated ability to navigate complex enterprise organizations, aligning across C-level, operations, and IT stakeholders.
- Exceptional negotiation skills with a track record of securing strategic renewals and expansions while maintaining trusted relationships.
- Deep understanding of market trends, competitive strategies, and enterprise buyer behavior.
- Excellent executive presence, communication, and presentation skills.
- Strong problem-solving, creativity, and ability to manage ambiguity and paradox.
- Comfortable working in a fast-paced, high-growth environment.
- Ability and willingness to travel for customer meetings and industry events.
Core Competencies
- Strategic Agility: Anticipates future consequences and trends; applies broad perspective to customer and market strategy.
- Negotiation: Wins concessions without damaging relationships; resolves differences effectively.
- Market Knowledge: Deep understanding of market and competitor strategies.
- Integrity & Trust: Builds credibility through honesty, transparency, and follow-through.
- Creativity & Innovation: Generates new ideas, brings creative solutions to market, and fosters customer innovation.
- Political Savvy: Navigates complex organizational dynamics with diplomacy.
- Sizing Up People: Accurately assesses stakeholders and adapts strategies accordingly.
- Dealing with Ambiguity & Paradox: Comfortably manages uncertainty and conflicting priorities.
Bonus Points
- Previous experience in Workflow, Accounting, or Project Management software.
- Familiarity with Karbon and deep understanding of accounting firm workflows.
- Background in startup or high-growth SaaS environments.
Why work at Karbon?
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Excellent benefits package including:
- Paid Flexible Time Off with an encouraged 3 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Company paid dental and vision and eligible spouse/partner and dependents
- Fully company funded short and long term disability
- Fully company paid life insurance
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Be part of a fast-growing company that firmly believes in promoting high performers from within
