Senior Customer Success Manager — Global Growth & Strategy

Karbon; Chicago (IL); Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Paid Flexible Time Off

Company paid medical

Dental and vision insurance

Disability insurance

Life insurance

401(k) with company matching

Work-from-home stipend

Up to 8 weeks paid parental leave

Job summary

Karbon is seeking a Senior Customer Success Manager to own a portfolio of accounting firms, driving retention, expansion, and value realization. You will connect customers with Product and Revenue teams, turning insights into strategic roadmap input and measurable outcomes.

You’ll lead renewal strategies, identify cross-sell opportunities, and improve Net Revenue Retention while expanding product adoption and customer success metrics across your portfolio.

Qualifications

• 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.

Responsibilities

• 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.
• Develop multi-threaded relationships across decision-makers, economic buyers, and operational leaders.
• 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.
• Translate customer insights into structured, data-backed feedback for Product and Engineering.

Skills

Executive communication

Portfolio management

CRM proficiency

Analytics & data-driven

Cross-functional collaboration

Tools

CRM platforms

Forecasting tools

Analytics tools

Job description

Karbon is seeking a Senior Customer Success Manager to own a portfolio of accounting firms, driving retention, expansion, and value realization. You will connect customers with Product and Revenue teams, turning insights into strategic roadmap input and measurable outcomes.

You’ll lead renewal strategies, identify cross-sell opportunities, and improve Net Revenue Retention while expanding product adoption and customer success metrics across your portfolio.