Senior Customer Success Manager: Drive Growth & Retention

Karbon; Los Angeles (CA); On-site; USD 90,000 - 110,000; Full time

Benefits offered by this job

Paid Flexible Time Off

Company paid medical

Company paid dental and vision

Disability insurance

Life insurance

401(k) with company matching

Flexible Spending Account

Parental leave

Work-from-home stipend

Job summary

Karbon is seeking a Senior Customer Success Manager to own a portfolio of accounting firms, driving retention, expansion, and measurable value. You will work as a strategic advisor, partnering with Product Development and Revenue teams to align initiatives with customer outcomes.

Based in the US or Canada, you will lead renewal strategies, enhance product adoption, and influence roadmap priorities while operating within a distributed, global team.

Qualifications

• 7+ years in B2B SaaS, ideally in accounting or professional services.
• Proven track record of owning renewals and expansion revenue in complex accounts.
• Strong executive communication and ROI articulation.
• Proficient with CRM, CS platforms, forecasting tools, and analytics systems.

Responsibilities

• Own renewal and expansion strategy for your portfolio.
• Drive Net Revenue Retention by increasing product adoption and engagement.
• Build and manage renewal forecast 90–120 days in advance.
• Develop multi-threaded relationships with decision-makers and executives.
• Translate customer insights into structured feedback for product and roadmap decisions.
• Collaborate with Sales, Implementation, Support, and Education teams.

Skills

B2B SaaS

Executive communication

Portfolio management

Cross-functional leadership

CRM proficiency

Forecasting

Analytics

Tools

CRM software

Forecasting tools

Analytics platforms

CS platforms

Job description

Karbon is seeking a Senior Customer Success Manager to own a portfolio of accounting firms, driving retention, expansion, and measurable value. You will work as a strategic advisor, partnering with Product Development and Revenue teams to align initiatives with customer outcomes.

Based in the US or Canada, you will lead renewal strategies, enhance product adoption, and influence roadmap priorities while operating within a distributed, global team.