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.
About the Role
Commercial Ownership & Growth
- 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.
Strategic Customer Leadership
- 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.
Risk & Retention Excellence
- 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.
Cross-Functional Influence
- 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.
AI & Data Fluency
- 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.
About You
- 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.
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
