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 measurable outcomes for accounting firms using Karbon’s AI-powered practice management software. Advising executives and influencing product strategy through customer 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 strategic 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 structured save plans when customer risk emerges
- 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 data-backed product feedback and influence roadmap priorities
- Leverage AI-driven tools, usage analytics, dashboards, and insights to identify opportunities, risks, and productivity gains
- Drive cross-functional alignment to deliver measurable customer outcomes
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 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
Benefits
- 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 for you 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
- Global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Experienced, high-performing team
- Collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Promotion opportunities for high performers
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