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