[Remote] Senior Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Karbon is the global leader in AI-powered practice management software for accounting firms, providing a cloud platform that enhances productivity for accounting professionals. The Senior Customer Success Manager will oversee a portfolio of accounting firms, focusing on retention, expansion, and value realization, while acting as a liaison between customers and product development teams.ResponsibilitiesDrive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIsOwn 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 engagementBuild and manage an accurate renewal forecast 90–120 days in advanceDevelop multi-threaded relationships across decision-makers, economic buyers, and operational leadersEnable internal champions with structured success plans, ROI articulation, and executive-ready materialsDevelop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomesOperate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm-level improvementsCreate and maintain structured Success Plans tied to customer KPIs and long-term growth objectivesConduct executive-level business reviews to measure progress and unlock next best actionsProactively identify churn indicators through behavioral data, health metrics, and qualitative insightDevelop structured save plans with clear ROI articulation and executive alignment when risk emergesContribute to scalable retention methodologies as Karbon growsPartner with Sales to support expansion strategy and complex renewal negotiations where neededCollaborate with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycleTranslate customer insights into structured, data-backed feedback for Product and Engineering, influencing roadmap prioritiesCollaborate with Marketing to inform industry-specific messaging and thought leadership grounded in real customer outcomesDrive cross-functional alignment to remove friction and deliver measurable customer outcomesLeverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gainsOperate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolioSkillsBased in the US or Canada and experienced working within distributed, global teams7+ years of experience in B2B SaaS, ideally within accounting or professional services softwareProven track record of owning renewals and driving measurable expansion revenue within complex accountsStrong executive communication skills with the ability to influence firm leaders and articulate ROI clearly and confidentlyDemonstrated ability to manage a portfolio with commercial rigor, strategic depth, and disciplined prioritizationProficiency with CRM, Customer Success platforms, forecasting tools, and analytics systemsComfortable operating in a data-driven environmentStrong program management capability across cross-functional stakeholdersWillingness to travel periodically for strategic customer engagements and industry eventsBenefitsPaid Flexible Time Off with an encouraged 3 weeks use per yearCompany paid medical for you and eligible spouse/partner and dependentsCompany paid dental and vision and eligible spouse/partner and dependentsFully company funded short and long term disabilityFully company paid life insurance401(k) with company matchingFlexible Spending AccountUp to 8 weeks paid parental leaveWork-from-home stipendCompany OverviewKarbon is a workstream collaboration platform for growing teams and enterprises to combine emails, discussions, tasks, and workflows. It was founded in 2014, and is headquartered in Sausalito, California, USA, with a workforce of 201-500 employees. Its website is http://karbonhq.com.