Senior Customer Success Manager
About the role
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.
Responsibilities
- 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.
Qualifications
While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!
Skills
- Strategic thinking and execution.
- Customer relationship management.
- Product knowledge and market understanding.
- Data analysis and interpretation.
- Project management and organizational skills.
- Communication and presentation skills.
- Collaboration and teamwork.
- Adaptability and problem-solving.
Benefits
Up to 5 weeks paid vacation per year
Strong benefits package including fully employer paid: Medical, prescription and paramedical, Dental, Vision, Life insurance, $500 a year healthcare spending account
Flexible work hours
Working from home allowance
Generous parental leave
Work with (and learn from) an experienced, high-performing team
Be part of a fast-growing company that firmly believes in promoting high performers from within
A collaborative, team-oriented culture that embraces diversity and invests in development and provides consistent feedback
Pay
The estimated base salary range for this role is: $85,000 CAD - $97,000 CAD
Schedule
Generally, full-time employment.