Senior Customer Success Manager

About this role

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, economic buyers, and operational leaders. Enable internal champions with structured success plans, ROI articulation, and executive-ready materials.