Senior Customer Success Manager

Role Overview

• 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.

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.

Benefits

• 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