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.