• Independent management of a customer portfolio and support throughout customer projects • Onboarding of new customers and building trusting customer relationships • Competent handling of customer enquiries by phone, email and video call regarding our product • Close collaboration with colleagues in the Marketing/Sales team • Identification of optimisation potential through regular analysis of customer requirements and usage • Regular communication with customers to strengthen customer loyalty over the long term • Ensuring a high level of customer satisfaction through proactive communication and solution-oriented support

• Serve as the main point of contact for assigned customers, building and maintaining strong, long-lasting client relationships. • Assess and understand existing customer configurations, workflows, and data structures—identifying the best system configuration approaches to meet evolving customer needs. • Develop a deep understanding of each customer’s goals, business challenges, and success metrics. • Rapidly understand how a customer’s current system is configured. • Conduct regular check-ins and strategic calls to foster engagement and trust. • Drive platform adoption and ensure customers are utilizing key features to achieve ROI • Monitor customer health metrics and proactively address risks. • Identify early signs of dissatisfaction and work cross-functionally to resolve issues. • Identify and nurture opportunities for expansion, including upsells. • Lead regular success reviews with key stakeholders to evaluate performance, outcomes, and future goals. • Analyze customer data to surface insights, trends, and opportunities for optimization. • Partner with customers to define measurable success metrics and report on progress. • Advocate for customer needs internally and contribute to product feedback loops • Represent the company at customer sites, conferences, and strategic meetings (travel up to 25%)

• Project manage the thorough and complete onboarding of new Cofactr customers, ensuring they are configured, enabled and meet defined activation exit criteria within a 60 - 90 day engagement window. • Drive initial purchasing activity and GMV for Cofactr by identifying and eliminating friction in the buying process. Continuously reinforce the value of getting fully live on the platform quickly. • Own the structured handoff process from Sales through onboarding, and execute a clean, well documented transition to the Customer Success Account Management team upon activation completion. • Act as a strategic partner and extension of your customers' teams during onboarding, conducting deep discovery to understand their workflows, pain points, and priorities, guiding them to solutions within the Cofactr platform. • Collaborate with leadership to build scalable, repeatable onboarding playbooks, activation checklists, and escalation paths that can grow with the business. • Partner closely with Sales, Product, Engineering, and Customer Success to resolve blockers, surface customer feedback, and continuously improve the onboarding experience. • Track and analyze activation metrics, including time to first purchase, configuration completion rates, and GMV generated during onboarding to continuously improve outcomes. • Contribute to onboarding resources, help documentation, and training materials that empower customers to self-serve and accelerate their own activation.

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.