Karbon
SaaS
SeniorCustomerSuccessManager
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Customer Success Manager at Karbon. Skills: Customer retention, Customer expansion, Value realization, Customer growth. Drive measurable value realization. Align onboarding outcomes to KPIs”
What You'll Achieve.
Drive measurable value realization; Drive Net Revenue Retention; Increase product adoption depth; Increase seat expansion; Increase multi-threaded engagement; Build accurate renewal forecast; Deliver measurable customer outcomes
Industry & Context.
Diagnose root causes; Data-driven decision making
Periodic travel
What They're Looking For.
Must Have
7+ years B2B SaaS experience, Experience in accounting or professional services software, Proven track record owning renewals, Proven track record driving expansion revenue, Executive communication skills, Ability to influence firm leaders, Articulate ROI clearly, Manage portfolio with commercial rigor, Manage portfolio with strategic depth, Manage portfolio with disciplined prioritization, Proficiency with CRM, Proficiency with Customer Success platforms, Proficiency with forecasting tools, Proficiency with analytics systems, Comfortable operating in data-driven environment, Program management capability
Nice to Have
Based in US or Canada, Experience working within distributed, global teams, Willingness to travel periodically
What You'll Do.
Drive measurable value realization
Align onboarding outcomes to KPIs
Own expansion strategy
Identify cross-sell opportunities
Identify upsell opportunities
Drive Net Revenue Retention
Increase product adoption depth
Increase seat expansion
Increase multi-threaded engagement
Build accurate renewal forecast
Manage accurate renewal forecast
Develop multi-threaded relationships
Enable internal champions
Develop domain fluency
Translate Karbon capabilities
Operate as trusted advisor
Diagnose workflow inefficiencies
Align product capabilities
Maintain Success Plans
Conduct executive reviews
Unlock next best actions
Identify churn indicators
Contribute to retention methodologies
Support expansion strategy
Support renewal negotiations
Collaborate with Implementation
Collaborate with Support
Collaborate with Education
Ensure seamless customer experience
Translate customer insights
Influence roadmap priorities
Collaborate with Marketing
Inform industry messaging
Inform thought leadership
Drive cross-functional alignment
Deliver measurable customer outcomes
Leverage AI-driven tools
Leverage usage analytics
Identify expansion opportunities
Identify risk signals
Identify productivity gains
Operate in metrics-rich environment
Prioritize next best actions
How You'll Work.
Team & Collaboration
Product Development teams; Sales; Implementation; Support; Education; Product; Engineering; Marketing
Communication Scope
Executive communication; ROI articulation
Process & Methodology
Program management
Full 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, econom
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