Senior Customer Success Leader — Growth & Renewals

ProfilHQ; United States; Híbrido; USD 90.000 - 110.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global experience across USA/Canada/AU

Medical, dental & vision coverage

401(k) with company matching

Work-from-home stipend

Paid flexible time off

Descripción de la vacante

Karbon, a global leader in AI-powered practice management software, seeks a Senior Customer Success Manager in the US/Canada. You will own renewals, drive expansion, and align success plans with executives to deliver measurable business outcomes across a portfolio of accounting firms.

You will partner with Product, Sales, and Marketing to translate customer insights into strategy, manage risk, and ensure long-term growth while leveraging AI-driven analytics for decision-making.

Formación

• 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.
• Willingness to travel periodically for strategic customer engagements and industry events.

Responsabilidades

• Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities.
• 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.
• Translate customer insights into structured feedback for Product and Engineering and influence roadmap priorities.
• Collaborate with Sales to support expansion strategy and complex renewal negotiations.
• Leverage AI-driven analytics to identify expansion opportunities, risk signals, and productivity gains.
• Use dashboards to prioritize next actions across your portfolio.

Conocimientos

Executive communication

Renewals & expansion

CRM proficiency

Forecasting tools

Program management

B2B SaaS experience

Herramientas

CRM systems

CS platforms

Forecasting tools

Analytics systems

Descripción del empleo

Karbon, a global leader in AI-powered practice management software, seeks a Senior Customer Success Manager in the US/Canada. You will own renewals, drive expansion, and align success plans with executives to deliver measurable business outcomes across a portfolio of accounting firms.

You will partner with Product, Sales, and Marketing to translate customer insights into strategy, manage risk, and ensure long-term growth while leveraging AI-driven analytics for decision-making.