Senior Customer Success Manager

Role Overview

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.

What You Will Do

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. Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement.

Why It Might Be a Fit

Based in the US or Canada and experienced working within distributed, global teams. 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.

Requirements

• 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
• 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
• Comfortable operating in a data-driven environment
• Strong program management capability across cross-functional stakeholders

Benefits

• Paid Flexible Time Off with an encouraged 3 weeks use per year
• Company paid medical for you and eligible spouse/partner and dependents
• Company paid dental and vision and eligible spouse/partner and dependents
• Fully company funded short and long term disability
• Fully company paid life insurance
• 401(k) with company matching
• Flexible Spending Account
• Up to 8 weeks paid parental leave
• Work-from-home stipend