Enterprise Customer Success Manager

Enterprise Customer Success Manager

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

We are seeking a seasoned Enterprise Customer Success Manager (CSM) to lead Karbon's most complex, global customer relationships. This role has ownership of renewals and expansion across a portfolio of top-tier enterprise accounts. The Enterprise CSM will act as a trusted advisor to C-level executives, orchestrating multi-stakeholder engagement, navigating complex politics, and ensuring customers achieve measurable business outcomes with Karbon.

Executive Relationship & Account Ownership

• Serve as the primary executive-level partner for a portfolio of Karbon's largest customers and partners.
• Build deep, trusted relationships with senior stakeholders across multiple functions, regions, and business units.
• Act as the voice of the customer within Karbon, influencing product direction, strategy, and innovation.

Renewal & Expansion

• Own renewals and expansion opportunities, negotiating contracts that drive mutual value.
• Develop and execute multi-year account strategies, aligned with customer business goals and Karbon's growth targets.
• Proactively identify whitespace opportunities to drive multi-product adoption and revenue expansion.

Strategic Planning & Executive Engagement

• Lead Business Reviews and executive workshops, driving alignment on business outcomes, ROI, and long-term partnership value.
• Anticipate market and customer trends, positioning Karbon as a strategic partner in transformation.
• Create tailored Enterprise Success Plans, ensuring outcomes are measurable, visible, and tied to business impact.
• Work cross-functionally with Sales, Implementation, Product, Education, and Support to orchestrate seamless enterprise delivery.

Customer Advocacy & Innovation

• Partner with Product and Leadership to influence roadmap decisions that reflect enterprise needs.
• Identify and elevate customer innovation opportunities, helping customers leverage Karbon in creative and transformative ways.
• Foster customer advocacy through references, case studies, and participation in Karbon events.

Requirements

• 7+ years of experience in B2B SaaS Customer Success, Account Management, or Enterprise Sales.
• Proven success managing multi-million-dollar portfolios with responsibility for renewals and expansion.
• Demonstrated ability to navigate complex enterprise organizations, aligning across C-level, operations, and IT stakeholders.
• Exceptional negotiation skills with a track record of securing strategic renewals and expansions while maintaining trusted relationships.
• Deep understanding of market trends, competitive strategies, and enterprise buyer behavior.
• Excellent executive presence, communication, and presentation skills.
• Strong problem-solving, creativity, and ability to manage ambiguity and paradox.
• Comfortable working in a fast-paced, high-growth environment.
• Ability and willingness to travel for customer meetings and industry events.

Core Competencies

• Strategic Agility: Anticipates future consequences and trends; applies broad perspective to customer and market strategy.
• Negotiation: Wins concessions without damaging relationships; resolves differences effectively.
• Market Knowledge: Deep understanding of market and competitor strategies.
• Integrity & Trust: Builds credibility through honesty, transparency, and follow-through.
• Creativity & Innovation: Generates new ideas, brings creative solutions to market, and fosters customer innovation.
• Political Savvy: Navigates complex organizational dynamics with diplomacy.
• Sizing Up People: Accurately assesses stakeholders and adapts strategies accordingly.
• Dealing with Ambiguity & Paradox: Comfortably manages uncertainty and conflicting priorities.

Bonus Points

• Previous experience in Workflow, Accounting, or Project Management software.
• Familiarity with Karbon and deep understanding of accounting firm workflows.
• Background in startup or high-growth SaaS environments.

Why Work at Karbon?

• Gain global experience across the USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Excellent benefits package including: 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 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.
• Work with (and learn from) an experienced, high-performing team.
• A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback.
• Be part of a fast-growing company that firmly believes in promoting high performers from within.