Customer Success Manager - Mid Market

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.

Are you motivated by owning the growth and value delivered to your portfolio of clients? Do you take pride in solving customer challenges and turning them into opportunities to drive real impact?

As a Customer Success Manager at Karbon, you'll take ownership of your own portfolio of clients. You'll become an expert in practice management best practices, providing consultative advice that leads to scoping and delivering successful projects that drive change. You'll also function as a crucial link between our customers and our Product and GTM teams, bringing customer insight into how we build and grow.

• Create and own a success strategy for your customer portfolio, identifying churn risk while surfacing expansion opportunities in healthy accounts.
• Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments).
• Drive Net Revenue Retention through deeper product adoption and expanded seat usage across your book of business.
• Operate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolio.

• Build strong relationships with your customers, using empathy to understand their challenges and become an expert at driving value with Karbon.
• Provide consultative advice on practice management best practices, scoping and leading projects that drive meaningful change for the firm.
• Stay current on our Product Roadmap, and promote, demo, and relay upcoming features to customers.
• Develop working fluency in accounting firm operations to translate Karbon capabilities into practical, day-to-day value for your customers.

• Proactively identify churn indicators through usage data, health metrics, and direct customer conversations.
• Take swift, practical action when risk emerges, aligning next steps to the customer's goals.

• Advocate for your customers internally, feeding key insights to Product, Sales, and Support.
• Collaborate across Implementation, Support, and Education to ensure a seamless customer experience across the lifecycle.

• Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.

• Physically based in the US/Canada and confident working autonomously in a remote role, with occasional travel to customer offices for site visits and events (approximately 5-10% of your time).
• Experience in a B2B SaaS enablement role (Success, Services, Consulting, Training, Account Management), with 2-3+ years of experience and a track record of success.
• (Preferable) A subject matter expert in the accountancy software market.
• A strategic thinker who plays to win and is comfortable owning a target.
• Strong relationship-building instincts paired with excellent communication and presentation skills.
• Tenacious in finding better ways to serve customers, whether through useful information or shared best practice.
• Curious about how the best accounting firms operate, with a natural instinct to share that insight in a consultative way.
• Effective program management skills, including the ability to coordinate resources across a cross-functional team.

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!