Senior manager leading strategic accounts and customer success for BlackBerry Radar’s transportation asset intelligence platform. Driving retention, adoption, renewals, expansion and customer lifetime value.
About the role
- Senior Customer Success Manager owning renewals, expansion, and customer outcomes for Karbon’s AI-powered accounting practice management platform. Advising accounting firms and influencing product strategy through data-backed insights.
Responsibilities
- Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs
- Own renewal and expansion strategy, including cross-sell and upsell opportunities
- Drive Net Revenue Retention through product adoption, seat expansion, and multi-threaded engagement
- Build and manage renewal forecasts 90–120 days in advance
- Develop relationships with decision-makers, economic buyers, and operational leaders
- Enable internal champions with success plans, ROI articulation, and executive-ready materials
- Develop accounting-firm domain fluency and translate product capabilities into business outcomes
- Diagnose workflow inefficiencies and align product capabilities to measurable improvements
- Create and maintain Success Plans tied to customer KPIs and growth objectives
- Conduct executive-level business reviews
- Identify churn indicators using behavioral data, health metrics, and qualitative insight
- Develop save plans and contribute to scalable retention methodologies
- Partner with Sales on expansion strategy and complex renewal negotiations
- Collaborate with Implementation, Support, Education, Marketing, Product, and Engineering teams
- Translate customer insights into structured, data-backed product feedback
- Leverage AI-driven tools, usage analytics, dashboards, and insights to prioritize actions
Requirements
- 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 and ability to articulate ROI clearly and confidently
- 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
Benefits
- Up to 5 weeks paid vacation per year
- Fully employer-paid medical, prescription and paramedical coverage
- Fully employer-paid dental coverage
- Fully employer-paid vision coverage
- Fully employer-paid 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
- Promotion opportunities for high performers
- Collaborative, team-oriented culture
- Diversity, development investment, and consistent feedback
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Client Success Representative supporting veterinary practices using Asteris’s Keystone PACS imaging software. Managing onboarding, adoption, renewals, and account growth.
Operations and Client Success Manager optimizing luxury vacation - rental operations, guest experience, and owner relationships. Driving SOP improvements, supplemental sales, and team KPI performance.
Bilingual Customer Success Manager helping SWTCH, an EV charging solutions company, drive adoption, retention, and growth across commercial customer accounts.
Customer Success Manager growing retention and revenue across municipal water - compliance software accounts. Managing renewals, expansions, services sales, and executive customer relationships.
CRM Lead Specialist overseeing Klaviyo CRM production, QA, and Specialist teams. Driving lifecycle marketing innovation for Domaine, a Shopify ecommerce design and development partner.
Customer Success Manager overseeing Freedom360 marketing programs for financial advisors. Guiding client outcomes, campaign launches, ROI reviews, renewals, and engagement.
Low - carbon energy partnerships lead growing Creative Energy’s Vancouver district - energy network. Managing customers, developers, municipal stakeholders, and new thermal - system connections.
Customer Engagement Representative supporting customer service, order entry, shipping, billing, and finance operations for SKF’s industrial bearing solutions. Maintaining customer relationships and resolving delivery issues.
Client Success Coordinator supporting 75 - 100 clients for Safeguard Global, which helps companies hire, manage, and pay employees worldwide. Driving satisfaction, adoption, retention, and account growth.