Senior Customer Success Manager

Karbon; United States; Remote; USD 100,000 - 150,000; Full time

Job summary

Karbon is seeking a Senior Customer Success Manager to own a portfolio of accounting firms and drive retention, expansion, and value realization. You will act as a strategic advisor between customers and Product Development, bringing insights into roadmap conversations and revenue strategy.

You will cultivate multi-threaded relationships across decision-makers, deliver ROI-focused success plans, and maintain renewal forecasts.

Qualifications

• Role requires ownership of retention, expansion, and long-term customer growth.
• Ability to translate customer insights into product roadmap 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 renewals

Skills

Strategic advisor

Executive stakeholder management

Multi-threaded relationship building

Data-driven decision making

Renewals & expansions

Job description

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 renewa