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.

About the Role

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.

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

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pa