Role Description 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. Qualifications - 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. Requirements - 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. - 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. - 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. - 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. - 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. Benefits - 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 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. - 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.

• Lead the lifecycle management of assigned accounts and ensure timely renewals. • Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates. • Review and report on usage, adoption and customer health metrics. • Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities. • Drive retention and growth among our customers by understanding their business needs and helping them succeed. • Provide ongoing training and best practices to customers. • Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer. • Identify and implement customer success projects or programs that interest you.

• Ensure swift execution of new Pano station installations by partnering closely with the internal Operations team and facilitating necessary actions with Sales and Operations teams • Drive ongoing account management to ensure customer satisfaction and drive additional expansion opportunities • Demonstrate strong executive presence and communication skills in high-stakes settings, including executive-level presentations, customer engagements, and strategic stakeholder meetings, effectively conveying confidence, clarity, and credibility. • Expertly navigate a SaaS business by skillfully managing the expectations of both your team and customers and making thoughtful choices that align business goals with client needs • Actively learn our client's needs to deliver the best solutions to their goals • Partner with Sales to support successful renewals and expansions in line with Pano’s “land and expand” strategy • Creatively problem-solve when difficult situations arise and help client and internal team members resolve delivery challenges • Regularly present critical findings, strategic planning, and sometimes difficult information to clients.. • Foster effective decision-making and operational excellence across the business by building cross-functional relationships and helping internal teams understand client priorities and business context • Maintain strong relationships with clients to ensure streamlined project implementation, review ongoing needs, and provide timely solutions, and recommendations to help achieve success and drive adoption • Deeply understand the product suite, service offerings, and functionality to enable effective communication of capabilities to clients • Actively contribute to the refinement and development of new product features and service offerings by working closely with Product and Engineering

• Own the end-to-end customer success strategy for your assigned book of business, setting priorities and driving outcomes with minimal day-to-day direction. • Identify opportunities to maximize customer value on the Stellar Platform, translating data into compelling narratives and actionable strategies. • Lead weekly and monthly client meetings and own QBR preparation and delivery — you are the primary point of leadership for your accounts. Your Director will attend QBRs and is available for escalations, but is typically not present in routine client interactions. • Proactively assess and elevate customer health via key performance indicators and trends, ensuring strategic alignment with your customers' objectives in the value-based care space — and acting on risks before they escalate. • Diagnose complex barriers to success, identifying areas for intervention and independently developing and implementing data-driven mitigation strategies. • Minimize churn and drive comprehensive renewal strategies, partnering with your Director and Enterprise Growth on high-stakes renewal or expansion conversations as needed. • Proactively identify opportunities for account expansion and deeper partnership, working with Enterprise Growth to shape, develop, and close new business based on demonstrated and quantifiable client ROI. • Lead and orchestrate cross-functional initiatives and strategic work streams that directly impact customer outcomes and drive significant value realization. • Proactively bring the customer perspective to the Stellar organization, influencing strategic thinking and planning across the business.