Senior Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Drive measurable value realization within the initial 90 days following a sale, ensuring onboarding results align with established business KPIs.

• Take ownership of the renewal and expansion strategy for your portfolio, proactively identifying cross-sell and upsell opportunities, including those related to Billing & Payments.

• Enhance Net Revenue Retention by boosting product adoption, expanding seat usage, and fostering multi-threaded engagement.

• Create and maintain an accurate renewal forecast 90–120 days in advance.

• Cultivate multi-threaded relationships with decision-makers, economic buyers, and operational leaders.

• Empower internal champions with structured success plans, ROI articulation, and materials suitable for executive presentation.

• Acquire in-depth knowledge of accounting firm operations and effectively translate Karbon's capabilities into strategic business results.

• Serve as a trusted advisor by diagnosing workflow inefficiencies and aligning product functionalities to measurable enhancements at the firm level.

• Develop and uphold structured Success Plans linked to customer KPIs and long-term growth goals.

• Conduct executive-level business reviews to assess progress and identify subsequent actions.

• Proactively recognize churn indicators through behavioral data, health metrics, and qualitative insights.

• Formulate structured save plans with clear ROI communication and executive alignment when risks are identified.

• Contribute to scalable retention methodologies as Karbon continues to grow.

• Collaborate with Sales to support expansion strategies and negotiate complex renewals when necessary.

• Work alongside Implementation, Support, and Education teams to guarantee a seamless customer experience throughout the lifecycle.

• Convert customer insights into structured, data-driven feedback for Product and Engineering, influencing roadmap priorities.

• Partner with Marketing to shape industry-specific messaging and thought leadership based on real customer outcomes.

• Drive cross-functional alignment to eliminate obstacles and achieve measurable customer results.

• Utilize AI-driven tools and usage analytics to discover expansion opportunities, risk signals, and productivity improvements.

• Function in a metrics-rich environment, leveraging dashboards and insights to prioritize the next best actions across your portfolio.

⛳️ Requirements

• Located in the US or Canada with experience working in distributed, global teams.

• Over 7 years of experience in B2B SaaS, preferably within accounting or professional services software.

• Demonstrated success in managing renewals and driving measurable expansion revenue within complex accounts.

• Strong executive communication abilities with the capacity to influence firm leaders and clearly articulate ROI.

• Proven capability to manage a portfolio with commercial rigor, strategic insight, and disciplined prioritization.

• Proficient with CRM, Customer Success platforms, forecasting tools, and analytics systems.

• Comfortable working in a data-driven environment.

• Strong program management skills across cross-functional stakeholders.

• Willingness to travel periodically for strategic customer engagements and industry events.

🏝️ Benefits

• Up to 5 weeks of paid vacation annually

• Comprehensive benefits package including fully employer-paid:

• Medical, prescription, and paramedical coverage

• Dental insurance

• Vision coverage

• Life insurance

• $500 annual healthcare spending account

• Flexible working hours

• Home office allowance

• Generous parental leave

• Opportunity to work with and learn from a skilled, high-performing team

• Join a fast-growing company that is committed to promoting high performers from within

• A collaborative, team-oriented culture that values diversity, invests in development, and provides continuous feedback