Associate Customer Success Manager

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 magazines Best Small Workplaces List.

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 efficiencywhile applying strong judgment and maintaining data accuracy and customer confidentiality.

About You!

• Experience: 12 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: Youre the kind of person who notices when a calendar invite doesnt 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 qualitywhile 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 youve made it this far in the job description but your past experience doesnt 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 dont 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 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!