Senior Customer Success Manager

🕒 Junho 9

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

💵 $90.000 - $115.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Karbon

SiteLinkedInTodas as Vagas

51 - 200 funcionários

☁️ SaaS

🏢 Corporativo

🤝 B2B

💰 $66.000.000 Series B em 2022-02

SaaS • Enterprise • B2B

Karbon é uma plataforma líder de gerenciamento de práticas colaborativas, projetada especificamente para escritórios de contabilidade. Ela melhora a visibilidade e o controle das operações da empresa, automatiza tarefas e padroniza processos para aumentar a eficiência e a produtividade. Karbon integra inteligência artificial para automatizar tarefas, acelerando fluxos de trabalho e fortalecendo a colaboração da equipe. A plataforma oferece funcionalidades como colaboração em equipe, automação de fluxos de trabalho, gerenciamento de projetos e gerenciamento de e-mails, juntamente com soluções de gerenciamento de clientes e documentos. A plataforma atende desde pequenas a grandes empresas e corporações, incluindo private equity e fusões e aquisições, proporcionando segurança de nível empresarial, um portal para clientes, assinaturas eletrônicas e integrações com aplicativos populares. Karbon visa unir equipes de contabilidade em uma única plataforma, melhorando a colaboração e a eficiência operacional. Projetado para economizar recursos e tempo, o software afirma economizar, em média, 18,5 horas semanais por funcionário, de acordo com pesquisas com clientes. Com foco em automação, conectividade e controle, Karbon se destaca consistentemente como um líder em software de gerenciamento de práticas contábeis.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• 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