Senior Customer Success Manager

🔥 0 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $90k - $105k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Karbon

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 $66M Series B on 2022-02

SaaS • Enterprise • B2B

Karbon is a leading collaborative practice management platform designed specifically for accounting firms. It enhances visibility and control over firm operations, automates tasks, and standardizes processes to increase efficiency and productivity. Karbon integrates artificial intelligence to automate tasks, speeding up workflows and strengthening team collaboration. It offers features such as team collaboration, workflow automation, project management, and email management, along with client and document management solutions. The platform serves small to large firms and enterprises, including private equity and M&A, providing enterprise-grade security, a client portal, eSignatures, and integrations with popular apps. Karbon aims to unite accounting teams in a single platform, improving collaboration and operational efficiency. Designed to save resources and time, the software claims to save every employee an average of 18. 5 hours per week, according to customer surveys. With a focus on automation, connectivity, and control, Karbon consistently ranks as a leader in accounting practice management software.

📋 Description

• Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs • Own renewal and expansion strategy, including cross-sell and upsell opportunities • Drive Net Revenue Retention through product adoption, seat expansion, and multi-threaded engagement • Build and manage renewal forecasts 90–120 days in advance • Develop relationships with decision-makers, economic buyers, and operational leaders • Enable internal champions with success plans, ROI articulation, and executive-ready materials • Develop accounting-firm domain fluency and translate product capabilities into business outcomes • Diagnose workflow inefficiencies and align product capabilities to measurable improvements • Create and maintain Success Plans tied to customer KPIs and growth objectives • Conduct executive-level business reviews • Identify churn indicators using behavioral data, health metrics, and qualitative insight • Develop save plans and contribute to scalable retention methodologies • Partner with Sales on expansion strategy and complex renewal negotiations • Collaborate with Implementation, Support, Education, Marketing, Product, and Engineering teams • Translate customer insights into structured, data-backed product feedback • Leverage AI-driven tools, usage analytics, dashboards, and insights to prioritize actions

🎯 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 and ability to articulate ROI clearly and confidently • 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

• Up to 5 weeks paid vacation per year • Fully employer-paid medical, prescription and paramedical coverage • Fully employer-paid dental coverage • Fully employer-paid vision coverage • Fully employer-paid life insurance • $500 a year healthcare spending account • Flexible work hours • Working from home allowance • Generous parental leave • Work with and learn from an experienced, high-performing team • Promotion opportunities for high performers • Collaborative, team-oriented culture • Diversity, development investment, and consistent feedback