Associate Customer Success Manager

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 18.5 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.

About Karbon

Karbon is the global leader in practice management software for growth-minded accounting firms. We provide an award-winning, highly collaborative cloud platform that streamlines work and communication, enabling the average accounting firm using Karbon to save 16 hours per week, per employee.

We have customers in 34 countries and have grown into a globally distributed team, with our people based throughout the US, Australia, New Zealand, Canada, Philippines and the United Kingdom. We are well-funded, ranked #1 on G2, have a fantastic team culture, are growing rapidly, and making a global impact.

About the Role

• Build and maintain strong customer relationships, acting as the main point of contact.

• Manage a large portfolio of SMB accounts, maximizing the impact and value of Karbon for users, stakeholders, and their businesses.

• Oversee onboarding and training to ensure smooth product implementation.

• Drive product adoption, helping customers see measurable success with the solution.

• Proactively prevent churn and manage renewals.

• Resolve customer issues in collaboration with support and product teams.

• Use customer data and feedback to inform strategies and improve the experience.

• Work cross-functionally with sales, marketing, and product teams.

• Proactively identify at-risk renewals or churn, collaborating with internal teams on corrective action plans.

• Encourage customer advocacy and support testimonials and case studies.

About you

Candidates with the following experience are encouraged to apply:

• Experience: At least two years in a customer success or account management role, ideally in SaaS or technology (accounting industry experience preferred)

• Technical Skills: Intermediate proficiency in Google Sheets and/or Excel.

• Customer-Centric Track Record: Proven success in delivering outstanding customer experiences and ability to manage multiple accounts

• Communication & Presentation: Excellent presentation skills, with confidence engaging executives and leaders.

• Problem-Solving Ability: Skilled at identifying customer pain points and mapping product features to solutions.

• Written & Verbal Communication: Clear, effective communicator who adapts easily to different communication methods.

• Collaboration: Team-oriented, fostering a cooperative environment that promotes learning and growth.

• Educational Background: Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.

Why Work at Karbon?

• Flexible work hours

• Work remotely or in an office

• Commuter & work from home benefits

• Home office equipment menu for you to choose how you deck out your home office

• Cultural and offsite events

• Learning and development opportunities

• Generous parental leave

• Performance based and globally benchmarked pay

• Employee Assistance Program

• Up to 10 wellness days (because you don't need to be "sick" to stay well)

• Karbon Fun / Social Club!

• Up to 5 weeks paid vacation

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. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

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.

Generally, if you are a good person, we want to talk to you. 😛

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] for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!