Senior Customer Success Manager

Remote from: USA
Salary, yearly, USD: 90,000 - 115,000
Department: Customer Success
Employment type: Full Time,
Job posted: 10 Jun 2026
Apply before: 10 Jul 2026
Experience level: Senior
Views / Applies: 30 / 6

Be the vital operating system for accounting firms worldwide

Computer Software
2016

AI Summary

Karbon, a leader in AI-powered practice management for accounting firms, seeks a Senior Customer Success Manager to own the commercial performance of a portfolio of accounting firms. This role involves driving retention, expansion, and value realization through strategic advisory and cross-functional collaboration. The ideal candidate has 7+ years of B2B SaaS experience, ideally in accounting or professional services, and thrives in a fast-paced, global environment. They will leverage AI tools and data to proactively identify risks and opportunities, operating as a trusted advisor to executive stakeholders.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role requires 7+ years of B2B SaaS experience, strategic ownership of customer portfolios, and cross-functional collaboration, making it challenging.

Salary Analysis

AI Insight The offered salary range of $90,000-$115,000 is competitive for the Senior Customer Success Manager role in the US market, aligning with industry standards for experienced professionals.

Key Skills

Customer Success SaaS Account Management Retention Expansion Strategic Advisory Data Analysis Cross-functional Collaboration AI Fluency B2B

Cover Letter Sample

I am excited to apply for the Senior Customer Success Manager position at Karbon. With over 7 years of experience in B2B SaaS and a proven track record of driving customer retention and expansion, I am confident in my ability to deliver measurable outcomes. My strategic advisory skills and deep understanding of accounting workflows align perfectly with Karbon's AI-powered platform. I look forward to contributing to Karbon's growth and customer success.

Possible Interview Questions

How do you approach building relationships with executive stakeholders?

I focus on understanding their business goals and demonstrating how our product drives value. I conduct regular business reviews with clear KPIs and ROI articulation.

Describe a time you turned around an at-risk account.

I proactively identified churn signals through usage data, developed a save plan with clear ROI, and aligned with the customer's leadership to implement it, resulting in renewed contract and expanded adoption.

How do you prioritize expansion opportunities in your portfolio?

I use usage analytics and health metrics to identify accounts with high adoption and growth potential, then create tailored expansion strategies, such as seat expansion or cross-sell of additional modules.

How do you collaborate with product teams to influence the roadmap?

I gather structured feedback from customers via surveys and interviews, categorize them by impact and frequency, and present data-backed insights to product managers in regular cross-functional meetings.

Tell me about your experience with AI in customer success.

I leverage AI-driven analytics tools to predict churn, identify upsell opportunities, and optimize engagement. For example, I used predictive models to flag at-risk accounts and proactively intervene, improving retention by 15%.

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.
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.

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 when risk emerges.
Contribute to scalable retention methodologies as Karbon grows.

Cross-Functional Influence

Partner with Sales to support expansion strategy and complex renewal negotiations where needed.
Collaborate with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycle.
Translate customer insights into structured, data-backed feedback for Product and Engineering, influencing roadmap priorities.
Collaborate with Marketing to inform industry-specific messaging and thought leadership grounded in real customer outcomes.
Drive cross-functional alignment to remove friction and deliver measurable customer outcomes.

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 to prioritize next best actions across your portfolio.

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

Why Work at Karbon?

Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
Excellent benefits package including:
- 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
Work with (and learn from) an experienced, high-performing team
A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
Be part of a fast-growing company that firmly believes in promoting high performers from within

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

The estimated base salary range for this role is:

$90,000—$115,000 USD

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you’ve made it this far in the job description but your past experience doesn’t perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at [email protected] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!

Apply now >