Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines.

We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List. 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.

Commercial

Ownership & Growth 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.

Strategic Customer Leadership

Enable internal champions with structured success plans, ROI articulation, and executive-ready materials.



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. 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. AI & Data Fluency Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains. 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.

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.



Up to 5 weeks paid vacation per year Medical, prescription and paramedical Life insurance $500 a year healthcare spending account Working from home allowanceGenerous parental leave A collaborative, team-oriented culture that embraces diversity invests in development and provides consistent feedback 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 perks.

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. We recruit and reward people based on capability and performance.

We don’t 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. 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 [email protected] base employment decisions on merit, considering qualifications, skills, performance and achievements, and we do not tolerate discrimination against any employee or applicant for employment based on non-work related personal characteristics, such as race, color, religion, sex (including pregnancy, childbirth, or related medical conditions, as well as breastfeeding needs), gender, sexual orientation, gender identity or expression, transgender status, national origin, ethnic origin, social origin, family or marital status, age, disability (physical or mental), medical condition, genetic information, veteran status or military service. We provide reasonable accommodation to qualified individuals with a disability as well as individuals with needs related to their religious observance or practice.

📌 Senior Customer Success Manager (Managed Service) (Winnipeg)
🏢 Karbon
📍 Winnipeg