Senior Customer Success Manager

AI Accountant (AiA) is building an AI-native platform transforming accounting and bookkeeping workflows. We simplify compliance, automate financial operations, and help businesses operate with clarity and confidence.

Backed by global investors like Y Combinator, we are scaling fast and building a team that combines speed, ownership, and sharp execution.

We're not building a feature company. We're building a category.

Job Summary:
We’re looking for a Customer Success Lead to build and scale our Customer Success function as we grow our B2B SaaS business.

This is a hands-on leadership role where you will own the customer journey from onboarding and activation to retention, renewals and expansion. You will also build the CS team, establish processes and playbooks, and work closely with Product and Sales to improve the overall customer experience.

The ideal candidate is someone who can build the function, lead the team and still get involved in key customer conversations and escalations.

Requirements

6–10 years of experience in B2B SaaS Customer Success, with at least 2 years of team leadership experience.

Proven ownership of retention metrics such as churn, GRR and/or NRR.

Strong experience in SaaS onboarding, implementation and integrations — beyond relationship management.

Experience building CS processes, playbooks, health scores and customer lifecycle frameworks.

Hands-on experience with CS/CRM tools such as HubSpot, Freshdesk, Gainsight or similar platforms.

Experience working with finance, accounting or business users is a strong plus.

Comfortable working with both SMB and mid-market customers.

Strong commercial mindset with an understanding of renewals, expansion and customer value.

Excellent stakeholder management and communication skills.

Comfortable working in a fast-paced, evolving startup environment.

Willing to remain hands-on with key accounts, escalations and strategic customers.

What You’ll Own

1. Build & Lead the CS Team

• Hire, coach and develop the Customer Success team.
• Set clear goals, review performance and build a high-performing CS culture.
• Plan team capacity based on customer and account load.
• Conduct regular account reviews and identify risks and opportunities.

2. Own Customer Onboarding & Activation

• Own the customer journey from onboarding to successful product adoption.
• Improve time-to-first-value and time-to-first Tally sync.
• Drive activation of new accounts within defined timelines.
• Identify onboarding bottlenecks and continuously improve the process.

3. Drive Retention & Renewals

• Own key retention metrics including logo churn, GRR and NRR.
• Build proactive processes to identify and address churn risks.
• Ensure renewals happen on time and customers continue to realise value.
• Personally handle critical accounts and escalations when required.

4. Drive Expansion

• Partner with Sales to identify expansion opportunities within existing accounts.
• Drive adoption of additional entities, plan upgrades and relevant add-ons.
• Build a structured approach to account growth and expansion.

5. Build the CS Operating System

• Create and continuously improve CS playbooks for: Customer onboarding, Health scoring, Churn-risk identification, Escalation management, Renewals, QBRs
• Establish clear customer health metrics and review mechanisms.
• Use CS/CRM tools to create visibility across the customer lifecycle.

6. Build Tech-Touch & PLG CS

• Build scalable, tech-enabled journeys for self-serve and trial customers.
• Partner with Product and Growth teams as the business moves towards a more PLG-led model.
• Identify opportunities to automate repetitive CS workflows and improve customer engagement at scale.

7. Be the Voice of the Customer

• Represent customer feedback and recurring issues to Product and Engineering.
• Identify integration challenges, product gaps and workflow issues.
• Help prioritise customer-impacting improvements and define escalation SLAs.
• Use customer insights to influence product and business decisions.

Benefits

Our Way of Life — The Karbon Values

·       C – Collaborate to Win. We back each other and move with shared purpose—clients win when we win together.

·       E – Excel Relentlessly. Precision matters. We aim for accuracy, consistency, and excellence in every ledger.

·       O – Own It End-to-End. No loose ends. We take full responsibility—from data collection to final compliance.

Perks & Benefits

·       Upskilling Policy: Access to courses, tools, and continuous learning.

·       Team Outings: Offsites and outings to celebrate wins and build camaraderie.

·       Engagement Initiatives: Hackathons, open demos, game nights, and more.

·       Flexible Work-from-Home: Up to 12 WFH days every 6 months.

·       Menstrual WFH: Women employees can avail up to 3 WFH days per month.

·       Mobility Benefits: Relocation support and travel allowances.

·       Parental Support: Maternity, paternity, and adoption leave.