Job Description
About Karbon
Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine’s Best Small Workplaces™ List.
Karbon is looking for a proactive and detail-oriented Associate Customer Success Manager to support our SMB portfolio. This role partners closely with Customer Success Managers to drive strong customer experiences, support product adoption, and ensure operational excellence through thoughtful communication, data accuracy, and smart use of tools—including AI—to work efficiently and effectively.
About the Role
Support the Customer Success team in building and maintaining strong relationships across a high-volume SMB portfolio.
Assist SMB CSMs on North America accounts with communication, coordination, and proactive customer follow-up.
Manage and triage inbound customer inquiries, including creating Support tickets and tracking issues through resolution.
Partner with Support by submitting bulk requests and ensuring internal and customer updates move forward efficiently.
Help ensure SMB customers see value and success with Karbon through timely responses and consistent follow-through.
Support product adoption through proactive check-ins, usage-based outreach, and action item tracking.
Coordinate and schedule meetings, trainings, and touchpoints for SMB accounts.
Contribute to renewal efforts by monitoring health indicators and surfacing risks early.
Maintain clean customer contact data, including resolving duplicates, merging records, and correcting details aligned to Karbon best practices.
Complete recurring data cleanup and bulk update prep using Excel/CSV workflows, including working with large datasets and performing basic QA to confirm accuracy.
Track customer feedback and assist in preparing materials for internal planning and feedback loops.
Leverage AI tools thoughtfully to draft communications, summarize insights, analyze data trends, and improve workflow efficiency—while applying strong judgment and maintaining data accuracy and customer confidentiality.
About You!
Experience: 1–2 years in a customer-facing or administrative support role, preferably in SaaS, tech, or account coordination.
Customer-First Mindset: Passionate about creating delightful customer experiences and proactively helping others succeed.
Communication: Clear, confident communicator who can distill complex issues into easy-to-understand updates in writing and verbally.
Project Management: Strong organization and prioritization skills; able to manage multiple requests and keep work moving.
Attention to Detail: You’re the kind of person who notices when a calendar invite doesn’t have a Zoom link.
Technical Skills: Strong in Google Sheets or Excel, including working with large datasets and CSV imports/exports, using filters/sorts and common lookup formulas (e.g., VLOOKUP/XLOOKUP) to clean, restructure, and validate customer contact data.
AI Utilization: Comfortable using AI tools to improve productivity, streamline workflows, and enhance quality—while maintaining critical thinking and accountability.
Tools and Tech Exposure: Exposure to Vitally, Salesforce, Slack (or ticketing systems) is helpful, plus basic familiarity with internet technologies (HTML, FTP, cookies, web beacons).
Ownership and Teamwork: Highly motivated and self-directed; collaborative and humble with a “no task too small” attitude.
Why Work at Karbon?
Industry-leading benefits package including medical, dental, and vision insurance for you and up to three eligible dependents. Also:
- Work-from-home allowance
- Rice subsidy
- Meal allowance per working day
- Laundry allowance
15 paid time off days per year (which includes 5 Karbon Days per year)
7 Sick leave days per year
Internet and work-from-home subsidy
Discretionary bonus program
Work with (and learn from) a very experienced team
Be part of a startup team that will continue to grow around you
Flexible approach to work environment (we believe in trust and autonomy)
A culture of open communication, consistent feedback, and full transparency into company results, metrics, and financial position
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!
