Senior Customer Success Manager
$90,000–$115,000 year
Remote · United States or Canada
Job Summary
Senior Customer Success Manager at Karbon owning the commercial performance and growth of a portfolio of accounting firms. Acts as a strategic advisor to executive stakeholders, driving renewal and expansion strategies, increasing product adoption, and delivering measurable ROI. Manages multi-threaded relationships with decision-makers, economic buyers, and operational leaders; develops and executes structured success plans tied to customer KPIs; conducts executive-level reviews; identifies churn indicators and accelerates renewal forecasts; collaborates with Sales, Implementation, Support, Education, Product, Engineering, and Marketing to ensure seamless customer experience and roadmap alignment. Requires experience in B2B SaaS, deep domain fluency in accounting firm operations, strong data-driven storytelling, and willingness to travel for strategic engagements.
Required Qualifications
- 7+ years of experience in B2B SaaS or professional services software
- Proven track record of owning renewals and driving expansion revenue in complex accounts
- Strong executive communication skills and ability to articulate ROI
- Proficiency with CRM, customer success platforms, forecasting tools, and analytics systems
- Willingness to travel periodically for strategic customer engagements and industry events
- Experience working within distributed, global teams (US/Canada)
- Ability to develop structured success plans tied to KPIs and growth objectives
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