Senior Customer Success Manager

Karbon is the global leader in AI-powered practice management software for accounting firms, providing a cloud platform that enhances efficiency for accounting professionals. The Senior Customer Success Manager will be responsible for driving retention, expansion, and value realization within a portfolio of accounting firms, acting as a strategic advisor and facilitating communication between customers and product development teams.

Responsibilities:

• 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