Senior Customer Success Manager

✨ What you’ll be working on

Karbon is an AI-powered practice management platform built for accounting firms. Its cloud software helps accounting professionals work more efficiently, collaborate with their teams, and improve how they manage their practices.

The company serves customers in more than 40 countries and has a distributed team across the United States, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. Karbon is recognized on G2 and has been certified as a Great Place To Work.

About the role

As a Senior Customer Success Manager at Karbon, you’ll take ownership of a portfolio of accounting firms with a strong focus on retention, expansion, customer value, and long-term growth.

You’ll work as a strategic advisor to customer leaders, helping firms improve productivity, profitability, and workflow efficiency. You’ll also use customer data, product usage, and strong relationships to identify risks and uncover opportunities for growth.

The role combines commercial ownership with strategic customer leadership. You’ll also bring customer insights back to Product, Engineering, Sales, Marketing, and other teams to help shape the broader customer experience.

What you’ll do

Commercial ownership and growth

• Help customers realize measurable value within their first 90 days by connecting onboarding outcomes to business goals.
• Own renewal and expansion strategies across your customer portfolio.
• Identify cross-sell and upsell opportunities, including Billing & Payments.
• Increase product adoption, seat expansion, and engagement to improve net revenue retention.
• Maintain an accurate renewal forecast 90–120 days ahead.

Strategic customer leadership

• Build strong relationships with decision-makers, economic buyers, and operational leaders.
• Help internal customer champions communicate value through success plans, ROI analysis, and executive-ready materials.
• Develop a strong understanding of accounting firm operations and connect Karbon’s capabilities to business outcomes.
• Act as a trusted advisor by identifying workflow problems and recommending practical solutions.
• Create and maintain Success Plans linked to customer KPIs and growth objectives.
• Lead executive business reviews and use them to identify priorities and next steps.

Risk and retention

• Identify early signs of customer churn using product usage, health metrics, and customer feedback.
• Create structured save plans when accounts are at risk, clearly communicating ROI and aligning with key stakeholders.
• Help develop repeatable retention strategies as Karbon’s customer base grows.

Cross-functional collaboration

• Partner with Sales on expansion opportunities and complex renewals.
• Work with Implementation, Support, and Education teams to provide a smooth customer experience.
• Share structured, data-backed customer feedback with Product and Engineering teams.
• Work with Marketing on industry-specific messaging and customer-focused thought leadership.
• Bring internal teams together to remove customer friction and improve outcomes.

AI and data

• Use AI-powered tools and product usage data to identify customer risks, expansion opportunities, and productivity improvements.
• Work with dashboards and analytics to prioritize the most important actions across your portfolio.

What they’re looking for

• Based in the US or Canada with experience working with distributed, global teams.
• 7+ years of B2B SaaS experience, ideally with accounting or professional services software.
• Proven experience managing renewals and generating expansion revenue from complex accounts.
• Strong executive communication skills and the ability to clearly demonstrate ROI.
• Experience managing a customer portfolio with strong commercial discipline and prioritization.
• Comfortable using CRM, customer success platforms, forecasting tools, and analytics systems.
• Strong data-driven decision-making skills.
• Excellent program management and cross-functional collaboration abilities.
• Willingness to travel occasionally for strategic customer meetings and industry events.

Why work at Karbon?

Karbon offers the opportunity to work with a globally distributed team across the US, Australia, New Zealand, UK, Canada, and the Philippines.

Benefits for eligible US employees include:

• Flexible paid time off, with an encouraged three weeks of annual use
• Company-paid medical, dental, and vision coverage
• Short- and long-term disability coverage
• Company-paid life insurance
• 401(k) with company matching
• Flexible Spending Account
• Up to 8 weeks of paid parental leave
• Work-from-home stipend
• Professional development opportunities
• Collaborative and diverse work culture
• Opportunities to grow within a fast-growing company

Compensation

The estimated base salary range for this position is $90,000–$115,000 USD.

The final compensation offer may vary depending on factors such as location, cost of living, experience, skills, and business needs. Total compensation may also include a target bonus, equity, and other benefits depending on the role.

Note: This position is listed as Remote, United States, although the company notes that candidates may be hired across various US locations. Some travel may be required for strategic customer engagements and industry events.