In this role, you will be responsible for working alongside senior CSMs to help manage a portfolio of enterprise customers, with a focus on enabling firms to achieve their wildest aspirations.. Your success will be driven by your ability to work collaboratively and efficiently to deliver consistent value and create frequent wins for customers each day. You will play a vital role in ensuring long-term customer satisfaction, driving retention, and fostering growth across your accounts.
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.
As an Associate Customer Success Manager you will...
- Support the Customer Success team in building and maintaining strong relationships.
- Assist Senior CSMs on high-value or strategic accounts by helping with communication, task coordination, and follow-up.
- Help to ensure customers see value and success with Karbon.
- Drive product adoption through proactive check-ins, usage insights, and personalized recommendations.
- Collaborate with the broader team to handle customer issues and work with Support to drive resolutions.
- Contribute to renewal efforts by monitoring health indicators and surfacing risks early.
- Coordinate and schedule meetings, trainings, and business reviews for Senior CSM-led accounts.
- Track customer feedback and assist in preparing materials for internal strategy and feedback loops.
- Support Customer Marketing initiatives by identifying potential advocates for testimonials and case studies.
About you
We’d love to hear from candidates who have the following:
- Experience: 1–2 years in a customer-facing or administrative support role, preferably in SaaS, tech, or account coordination.
- Technical Skills: Comfort with Google Sheets or Excel
- Customer-First Mindset: Passionate about creating delightful customer experiences and proactively helping others succeed.
- Communication: Clear, confident communicator with the ability to adapt style for emails, meetings, or executive conversations.
- Attention to Detail: You're the kind of person who notices when a calendar invite doesn’t have a Zoom link.
- Team Player: Collaborative and humble, with a "no task too small" attitude and a hunger to grow.
- Familiarity with Tools: Exposure to Vitally, Salesforce, or Slack is helpful
- Education: Bachelor’s degree or equivalent experience. Curiosity, empathy, and hustle matter most.
Why work at Karbon?
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- 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
