Senior Customer Success Manager

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.
• Build and manage an accurate renewal forecast 90–120 days in advance.

Strategic Customer Leadership:

• 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.
• Conduct executive-level business reviews to measure progress and unlock next best actions.

Risk & Retention Excellence:

• 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.