Enterprise Customer Success Manager
Enterprise Customer Success Manager
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$ 60000 - 75000
1 Vacancy
Job Description
About Karbon
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 Karbons 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 Karbons 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 Karbons 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
As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.
The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision such as physical location/cost of living in that location years of experience skills and other business needs.
It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package which for some roles may include a target bonus for some roles very competitive equity grant and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us we do hope you also spend time considering why our mission purpose and values are right for you. We are creating something transformational here and we hope you are as excited about the future as we are!
The estimated base salary range for this role is:
$60000 - $75000 USD
Karbon embraces diversity and inclusion aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If youve made it this far in the job description but your past experience doesnt perfectly align we do encourage you to still apply. You could still be the right person for the role!
We recruit and reward people based on capability and performance. We dont discriminate based on race gender sexual orientation gender identity or expression lifestyle age educational background national origin religion physical or cognitive ability and other diversity dimensions that may hinder inclusion in the organization.
Generally if you are a good person we want to talk to you.
If there are any adjustments or accommodations that we can make to assist you during the recruitment process and your journey at Karbon contact us at for a confidential discussion.
At this time we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!
Required Experience:
Manager
Employment Type
Full Time
