Senior Customer Success Manager

🕒 June 9

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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 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