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.

In this role, you will be responsible for managing a large portfolio of SMB customers, with a focus on achieving Karbon's key goals, such as maintaining a high annual logo retention. Your success will be driven by your ability to work efficiently and strategically, using automation tools to deliver consistent value and create frequent wins for a wide customer base each day. You will play a vital role in ensuring long-term customer satisfaction, driving retention, and fostering growth across your accounts.

• 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.

Candidates with the following experience are encouraged to apply:

• Experience: more than 3 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.
• Tools Familiarity: Experience with Vitally, Salesforce and Slack is highly desirable.
• Educational Background: Bachelor's degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.

• Gain global experience across USA, New Zealand, UK, and Canada
• 4 weeks annual leave plus 5 extra "Karbon Days" off a year
• Flexible working environment
• Work with (and learn from) an experienced, high-performing team
• Be part of a fast-growing company that firmly believes in promoting high performers from within
• A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback
• Generous parental leave

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