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Senior Customer Success Manager
Full-time
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.
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
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
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
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
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
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
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
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
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
