About this role.
Karbon is seeking a Mid-Market Customer Success Manager to own a portfolio of B2B SaaS clients in the accounting-firm market. The role centers on building quarterly success strategies, improving customer adoption and value realization, managing renewals, and identifying expansion opportunities. The successful candidate will use customer health data, product knowledge, and consultative project management to reduce churn and grow net dollar retention. This is a remote US/Canada position with occasional customer-site and event travel of approximately 5–10%. The role partners closely with Product, Sales, and Support to represent customer needs and share market insights.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I begin by segmenting accounts by renewal timing, health score, product adoption, revenue potential, and strategic importance. I then define account-specific outcomes, identify churn risks and expansion opportunities, assign next steps and stakeholders, and review progress regularly against retention and growth metrics.
I would first validate the usage data and identify which workflows, users, or features are underutilized. I would meet with the customer to understand the underlying operational barriers, align on the outcomes they expected, and create a targeted recovery plan that may include training, workflow redesign, executive alignment, and measurable adoption milestones.
I would prioritize gross retention, net dollar retention, renewal rate, expansion revenue, customer health score, product adoption, engagement, time-to-value, and customer sentiment. I would use these measures together because no single metric fully explains account health or future revenue risk.
I would acknowledge the customer's business need, clarify the impact and desired outcome, and communicate transparently about what is feasible. Internally, I would document the feedback with supporting context and advocate through the appropriate Product or Support channels, while offering practical workarounds or alternatives whenever possible.
I establish a shared objective, scope, timeline, roles, dependencies, and success measures at the outset. I maintain clear communication through regular checkpoints, surface risks early, and keep the customer informed so internal teams remain aligned and the project delivers the intended business value.
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.
Do you enjoy having responsibility for the growth and value delivered to your portfolio of clients? Are you motivated by working closely with clients to solve their challenges? Do you take pride in helping our clients succeed while constantly looking for opportunities to deliver value to them?
As a Customer Success Manager at Karbon, you’ll take ownership of your own clients. You’ll become an expert in the best practices of practice management and provide consultative advice, that will lead to scoping and leading successful projects to drive change. You’ll also function as a crucial link between our customers and the rest of your fellow Karbonites.
Some of your main responsibilities will include:
- Create and own a quarterly success strategy for your customer portfolio. The function of this will be to identify churn risks whilst looking for opportunities to maximize revenue with healthy accounts.
- Build strong relationships with your customers, use empathy to understand their challenges in order to become an expert at driving value with Karbon.
- Manage upcoming customer renewals
- Stay up to date with our Product Roadmap and promote, demo and relay information about upcoming features to customers
- Monitor customer health and usage metrics to work proactively
- Advocate for your customers internally and provide important customer insights to other departments such as Product, Sales and Support
- Key metrics will be Retention and Expansion, typically reported as Net Growth or NDR.
About you
- Physically based in the US/Canada and confident working autonomously in a remote role, whilst be willing to travel occasionally to our customers offices to carry out site visits and attend events (approximately 5-10% of your time)
- Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management) with a track record of success
- (Preferable) A subject matter expert in the accountancy software market
- A strategic thinker who can play-to-win and you are comfortable carrying a target
- Great relationship building skills
- Excellent communication & presentation skills
- Tenacious – always looking for a better way to serve your customers, such as providing useful information or sharing best practice
- Curious – You want to know how the best accounting firms operate and love to share this insight far and wide in a consultative way
- Effective project management skills, including ability to manage resources on a cross-functional team
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!
Please be aware that Karbon will only contact you via email from our domain, karbonhq.com. If you receive an email from any other domain, please do not click any of those links.
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 people.support@karbonhq.com 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!
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