Senior Customer Success Manager

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

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