Customer Success Manager - Mid Market

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.

About the Role

Portfolio Growth & Renewal Strategy

• 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.

Customer Relationships & Consultative Advice

• 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.

Risk & Retention

• 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.

Cross-Functional Collaboration

• 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.

AI & Data Fluency

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

About You

• 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 comforta