Note: The job is a remote job and is open to candidates in USA. Karbon is the global leader in AI-powered practice management software for accounting firms, providing a cloud platform that enhances productivity for accounting professionals. The Senior Customer Success Manager will oversee a portfolio of accounting firms, focusing on retention, expansion, and value realization, while acting as a liaison 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
Skills
- 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
Company Overview
Karbon is a workstream collaboration platform for growing teams and enterprises to combine emails, discussions, tasks, and workflows. It was founded in 2014, and is headquartered in Sausalito, California, USA, with a workforce of 201-500 employees. Its website is http://karbonhq.com.