Senior Customer Success Manager

About Karbon Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List. About the Role Are you motivated by owning the commercial performance and measurable outcomes of a portfolio of accounting firms? Do you thrive operating as a strategic advisor to executive stakeholders, helping firms improve productivity, profitability, and workflow efficiency? Do you proactively identify risk and expansion opportunities through data, insight, and strong multi-threaded relationships? As a Senior Customer Success Manager at Karbon, you'll operate as the General Manager of your portfolio — accountable for retention, expansion, value realization, and long-term customer growth. You'll function as a crucial link between our customers and our Product Development teams, bringing structured customer insights into roadmap conversations and revenue strategy. Commercial Ownership & Growth 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. Strategic Customer Leadership 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. Risk & Retention Excellence 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. Cross-Functional Influence 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. AI & Data Fluency 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. About You! 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 dri