Senior Customer Success Manager (Fully Remote)

Karbon; United States; Remote; USD 110,000 - 150,000; Full time

Job summary

Karbon, a global leader in AI-powered practice management software for accounting firms, seeks a strategic Customer Success leader in the United States. You will own renewals, drive expansions, and build forecast models while aligning onboarding outcomes to KPIs.

You will develop relationships across economic buyers and operators, enable success plans with ROI articulation, and conduct executive reviews to guide proactive retention actions.

Qualifications

• Proven ability to lead multi-threaded relationships with executives and operators.
• Strong track record in renewal and expansion strategy.
• Ability to articulate ROI and value to business leaders.

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.
• 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.
• Conduct executive-level business reviews to measure progress and unlock next best actions.
• Proactively identify churn indicators through behavioral data and health metrics.

Skills

Strategic account leadership

Forecasting & renewal planning

Cross-functional collaboration

Tools

CRM software

Job description

• 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.
• 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.
• 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.

Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms, providing an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently. They are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.