Strategic CSM & Growth Leader

Karbon; Charlotte (NC); À distance; USD 90 000 - 110 000; Plein temps

Avantages offerts par ce poste

Paid flexible time off

Company paid medical

Company paid dental/vision

401(k) with company match

Work-from-home stipend

Parental leave

Résumé du poste

Karbon is hiring a Senior Customer Success Manager to own a portfolio of accounting firms, drive retention, and lead expansion opportunities. You’ll partner with Product, Engineering, Support, and Marketing to translate customer insights into measurable outcomes and growth.

You’ll manage renewal forecasts, build executive-ready materials, and enable internal champions with structured success plans. This role requires strategic leadership and a data-driven mindset.

Qualifications

• 7+ years in B2B SaaS, ideally in accounting or professional services software.
• Proven track record of owning renewals and driving expansion revenue within complex accounts.
• Strong executive communication skills 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.

Responsabilités

• Own renewal and expansion strategy for your portfolio.
• Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement.
• Develop multi-threaded relationships across decision-makers and operational leaders.
• Enable internal champions with structured success plans and ROI articulation.
• Operate as a trusted advisor, diagnosing workflow inefficiencies and aligning product capabilities to outcomes.
• Create and maintain structured Success Plans tied to KPIs and growth objectives.
• Conduct executive-level business reviews to measure progress and unlock next actions.
• Partner with Sales to support expansion and renewal negotiations.
• Collaborate with Implementation, Support, and Education teams for a seamless lifecycle.
• Translate customer insights into data-backed feedback for Product/Engineering.

Connaissances

B2B SaaS experience

Executive communication

Portfolio management

CRM proficiency

Analytics proficiency

Global/distributed teams

Willingness to travel

Outils

CRM platforms

Forecasting tools

Analytics systems

Description du poste

Karbon is hiring a Senior Customer Success Manager to own a portfolio of accounting firms, drive retention, and lead expansion opportunities. You’ll partner with Product, Engineering, Support, and Marketing to translate customer insights into measurable outcomes and growth.

You’ll manage renewal forecasts, build executive-ready materials, and enable internal champions with structured success plans. This role requires strategic leadership and a data-driven mindset.