indeed
Senior Customer Success Manager
Karbon
Toronto, CAN
Full Time
Senior
2 days ago
Customer SuccessAccount ManagementRenewal ManagementExpansion RevenueStrategic AdvisoryData Analysis
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Customer SuccessAccount ManagementRenewal Management
About the Role
Karbon is seeking a Senior Customer Success Manager to own retention and expansion for a portfolio of accounting firms. You will act as a strategic advisor, drive value realization, and manage renewals.
Key Skills for This Role
Customer SuccessAccount ManagementRenewal ManagementExpansion RevenueStrategic AdvisoryData Analysis
Responsibilities
- 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
- Build and manage an accurate renewal forecast 90–120 days in advance
- 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
- Develop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomes
- Operate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm level improvements
- Create and maintain structured Success Plans tied to customer KPIs and long term growth objectives
- Conduct executive level business reviews to measure progress and unlock next best actions
- Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight
- Develop structured save plans with clear ROI articulation and executive alignment when risk emerges
Requirements
- 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
- Strong executive communication skills with the ability to influence firm leaders and articulate ROI clearly
- 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
- Willingness to travel periodically for strategic customer engagements and industry events
Full Job Posting
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.
- We are well funded, ranked #1 on G2, and have a people first culture.
Commercial Ownership & Growth
- Drive measurable value realization within the first 90 days post sale.
- Own renewal and expansion strategy for your portfolio.
- 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.
- Develop deep domain fluency in accounting firm operations.
- Operate as a trusted advisor, diagnosing root causes of workflow inefficiencies.
- Create and maintain structured Success Plans tied to customer KPIs.
- Conduct executive level business reviews.
Risk & Retention Excellence
- Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight.
- Develop structured save plans with clear ROI articulation and executive alignment.
Cross Functional Influence
- Partner with Sales to support expansion strategy and complex renewal negotiations.
- Collaborate with Implementation, Support, and Education teams.
- Translate customer insights into structured feedback for Product and Engineering.
- Collaborate with Marketing to inform industry specific messaging.
AI & Data Fluency
- Leverage AI driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.
- Operate in a metrics rich environment using dashboards and insights.
About You!
- 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.
- Strong executive communication skills.
- Demonstrated ability to manage a portfolio with commercial rigor.
- Proficiency with CRM, Customer Success platforms, forecasting tools, and analytics systems.
- Comfortable operating in a data driven environment.
- Strong program management capability.
- Willingness to travel periodically.
Why Work at Karbon?
- Up to 5 weeks paid vacation per year.
- Strong benefits package including medical, dental, vision, life insurance, and healthcare spending account.
- Flexible work hours and working from home allowance.
- Generous parental leave.
- Collaborative, team oriented culture.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career