Senior Customer Success Manager

About Karbon

Karbon is a leading AI-powered practice management software provider for accounting firms worldwide. Our award-winning cloud platform supports tens of thousands of accounting professionals to enhance collaboration and efficiency daily. Proudly serving customers in 40 countries, Karbon has grown into a globally distributed team with offices in the US, Australia, New Zealand, Canada, the UK, and the Philippines. Recognized as a Great Place To Work® and featured on Fortune's Best Small Workplaces™ list, we are well-funded, rapidly expanding, and maintain a people-first culture.

Role Overview

We are seeking a Senior Customer Success Manager to strategically manage a portfolio of accounting firms, driving commercial performance and measurable outcomes. You will act as a strategic advisor to executive stakeholders, improving productivity, profitability, and workflow efficiency for customers. Your role includes identifying risk factors and growth opportunities through data and strong multi-level relationships.

Key Responsibilities

• Ensure value realization within 90 days post-sale by aligning onboarding with business KPIs.
• Lead renewal and expansion strategies, identifying cross-sell and upsell potential, including billing and payment solutions.
• Boost Net Revenue Retention through deeper product adoption, seat growth, and multi-threaded engagement.
• Maintain an accurate renewal forecast 3-4 months ahead.
• Develop multi-level relationships across decision makers, buyers, and operational leaders.
• Support internal champions with structured success plans, ROI presentations, and executive materials.
• Gain deep understanding of accounting firm operations and translate Karbon's capabilities into business outcomes.
• Serve as a trusted advisor by diagnosing workflow inefficiencies and aligning product features with firm improvements.
• Create and update Success Plans connected to customer KPIs and growth objectives.
• Conduct executive business reviews to track progress and define subsequent actions.
• Proactively detect churn risks based on behavioral data and health metrics.
• Formulate structured retention strategies with clear ROI and executive alignment.
• Contribute to scalable retention practices as Karbon grows.
• Collaborate with Sales to aid complex renewals and expansion efforts.
• Work jointly with Implementation, Support, and Education teams to ensure smooth customer experiences.
• Provide data-driven customer insights to influence Product and Engineering roadmaps.
• Partner with Marketing to shape industry-specific messaging rooted in customer success.
• Drive cross-functional coordination to eliminate barriers and deliver measurable outcomes.
• Utilize AI tools and analytics to spot growth opportunities, risks, and productivity gains.
• Operate in a metrics-driven environment leveraging dashboards to prioritize portfolio actions.

Candidate Profile

• Based in the US or Canada with experience in distributed global teams.
• Over 7 years of experience in B2B SaaS, preferably in accounting or professional services software.
• Proven success in managing renewals and achieving expansion revenue in complex accounts.
• Excellent executive communication skills with confidence in influencing leaders and articulating ROI.
• Strong commercial management with strategic depth and disciplined prioritization handling a portfolio.
• Proficiency with CRM, Customer Success platforms, forecasting, and analytics tools.
• Comfortable working in a data-intensive environment.
• Skilled program manager collaborating effectively across multiple teams.
• Willingness to travel occasionally for strategic clients and industry events.

Why Join Karbon?

• Up to five weeks of paid vacation annually.
• Comprehensive benefits fully covered by the employer including medical, prescription, paramedical, dental, vision, life insurance, and a $500 yearly healthcare spending account.
• Flexible working hours and allowances for remote work.
• Generous parental leave policies.
• Opportunity to work with a high-performing, experienced team and grow within a fast-growing company.
• A collaborative environment embracing diversity with ongoing development and consistent feedback.

Compensation Information

The estimated base salary for this role ranges from $85,000 CAD to $97,000 CAD annually. Compensation decisions consider factors such as location, experience, skills, and business needs. Additional components like bonuses, equity grants, and benefits form part of the total package.

Diversity and Inclusion

Karbon fosters an inclusive workplace, encouraging applicants from all backgrounds, including those who may not meet every criterion perfectly. We value capability and performance and do not discriminate based on race, gender, sexual orientation, age, disability, or other diversity factors. Accommodations during recruitment and employment can be requested confidentially.

Additional Information

Please be cautious of fraudulent communication; Karbon only contacts applicants via official karbonhq.com email addresses. Agency referrals are not accepted for this position to encourage direct applications.