--- title: 'Senior Customer Success Manager at Karbon' canonical: 'https://feeny.ai/job/senior-customer-success-manager-karbon-canada-rxejcfk9v35q' type: 'job' last_seen: '2026-09-07' --- # Senior Customer Success Manager at Karbon - **Company:** Karbon - **Location:** Canada - **Compensation:** $85k–$97k - **Work type:** remote - **Posted:** 2026-07-14 - **Last confirmed live:** 2026-09-07 - **Apply:** https://job-boards.greenhouse.io/karbon/jobs/6111734004 ## Job description ## 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? - Up to 5 weeks paid vacation per year - Strong benefits package including fully employer paid: - Medical, prescription and paramedical - Dental - Vision - Life insurance - $500 a year healthcare spending account - Flexible work hours - Working from home allowance - Generous parental leave - Work with (and learn from) an experienced, high-performing team - Be part of a fast-growing company that firmly believes in promoting high performers from within - A collaborative, team-oriented culture that embraces diversity invests in development and provides consistent feedback 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: $85,000—$97,000 CAD 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! ## About Karbon ## Company Overview - **One-liner**: Karbon provides a cloud-based practice management platform that enables accounting firms to streamline work, communication, and collaboration. - **Entity Type**: Private (venture-backed, $102.3M total funding across 9 rounds) - **Headquarters**: San Francisco, California, United States - **Founded**: 2014 - **Founders**: Not publicly available in provided sources ## Core Business - **Primary industries**: Accounting and professional services practice management; software development for the accounting ecosystem. - **Target customers**: B2B – primarily accounting firms (from small to mid-sized and enterprise), as well as bookkeeping and tax professionals. - **Mission statement**: "To be the vital operating system for accounting firms worldwide" – providing innovative tools, sharing knowledge, and facilitating connectivity so firms can experience practice excellence. ## Products & Services - **Karbon Practice Management Platform**: A cloud-based, collaborative work and communication platform designed to centralize client work, tasks, emails, and projects. Features include workflow automation, billing and payments, client communication, and reporting. Ranked #1 on G2 for Accounting Practice Management for 18 consecutive quarters. - **Kai (AI Coworker)**: An AI-powered assistant that knows each firm’s clients, work, and team. Can handle tasks, answer questions using real firm data, and automate low-value administrative work. - **Automation & Efficiency Tools**: Includes templated workflows, automated data collection, standardized processes, and integrations with popular accounting ecosystem apps (APIs, ecosystem partnerships). - **Billing & Payments Module**: Integrated billing and payment capabilities to streamline revenue collection within the platform. ## Market Standing - **Valuation**: Not publicly disclosed. - **Key Metric** (Private): $102.3 million in total funding. Annual revenue not publicly disclosed; third-party estimate (LinkedIn) places it at $9.2M (treat as approximate). - **Notable Investors/Partners**: Not specified in provided sources; known to be backed by venture capital (multiple rounds). - **Growth Signals**: - 288 employees (+36.8% year-over-year, +112 people). - Customers in 34 countries; 33,000 accounting professionals use Karbon daily; 5.5 million jobs completed by customers in 2024. - Average savings of 18.5 hours per employee per week (self-reported in firm usage survey). - Ranked #1 on G2 for 18 consecutive quarters. - Expanding globally with team members in the US, Australia, New Zealand, Canada, UK, and Philippines. ## Competitive Advantages - **Category Leadership**: Consistently the #1 rated practice management software on G2 for over four years – a strong trust signal for buyers. - **Productivity Impact**: Proven, quantified time savings (18.5 hours/week/employee) that directly translate into firm profitability. - **Collaboration-First Design**: Built from the ground up for distributed and hybrid accounting teams, with integrated email, tasks, and client communication in one pane of glass. - **AI Moat**: Development of “Kai” – a firm-specific AI trained on real client data – creates a deepening data network effect and switching cost for users. - **Ecosystem Connectivity**: Strong API and integrations with other accounting tools (e.g., QuickBooks, Xero) and expanding partnerships further embed Karbon into firms’ daily workflows. ## Strategic Focus - **AI-Driven Automation**: Deep investment in AI (Kai) to automate routine admin tasks and provide intelligent insights, making the platform an indispensable “operating system” for firms. - **Global Scale**: Continued expansion into more countries and languages, targeting the large underserved market of accounting firms worldwide. - **Community & Thought Leadership**: Building a community of practice excellence through webinars, best-practice content, and user groups to drive adoption and loyalty. - **Platform Ecosystem**: Expanding API, marketplace, and integrations so Karbon becomes the central hub for firm technology stacks. ## Why Work Here - **Culture & Values**: Certified Great Place to Work™; emphasis on inclusive environment, open communication, consistent feedback, and professional development. - **Work Flexibility**: Genuine flexible work – remote, office, or hybrid; trust and autonomy are core, with no monitoring of hours/location. Distributed team across US, Australia, New Zealand, Canada, UK, and Philippines. - **Growth Opportunities**: Rapidly growing company (36% headcount increase YoY) with internal mobility paths, mentoring programs, and an Emerging Leaders Program. - **Perks & Benefits** (varies by region): - Paid flexible time off (plus 5 additional “Karbon days”) - Up to 10 wellness days; generous parental leave - Medical, dental, vision coverage (US: includes 401k matching; Australia: 6% KiwiSaver) - Home office equipment budget and internet assistance - Learning and development opportunities - Global Employee Assistance Program - Social club, cultural events, and offsite gatherings. ## Sources 1. [karbonhq.com/about](https://karbonhq.com/about) 2. [karbonhq.com/careers](https://karbonhq.com/careers) 3. [karbonhq.com](https://karbonhq.com/) 4. [job-boards.greenhouse.io/karbon](http://job-boards.greenhouse.io/karbon) 5. 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