The Community Manager will own and elevate Karbon’s online community for progressive accounting professionals and firm leaders. Today, our community is an active peer to peer space and a channel for product questions and feedback. Your mandate is to turn it into a strategic hub for:
- High value conversations about the accounting profession and running a modern firm
- Deeper, ongoing engagement between Karbon customers and our team
- Content, programs, and connections that help firms get more value from Karbon
You will manage a hybrid community model that includes both a public space for accounting professionals and firm leaders, and customer only areas focused on using Karbon, feature rollouts, and exclusive content.
This role reports to the VP, Industry Relations and Community and partners closely with Marketing, Customer Success and Education, and Product. You will own day to day operations, programming, and engagement, and you will help shape the community strategy and bring it to life.
About the Role
Community strategy and programming
- Design and own the community programming calendar across the open and customer only areas of the community.
- Develop and run recurring programs that drive meaningful engagement, for example:
- Profession focused discussion series on topics like capacity, pricing, and firm operations.
Live AMAs and office hours with Karbon experts, customers, and industry leaders.
- Customer only sessions on new feature rollouts, workflows, and best practices.
- Time bound challenges, themed months, and peer roundtables that encourage sharing.
- Partner with Customer Education to surface and package the right training, resources, and learning paths inside the community.
- Collaborate with Marketing so that community programming complements key initiatives and events without turning the community into a promotional channel.
Daily operations and moderation
- Serve as the day to day owner and moderator of the community, ensuring it is welcoming, helpful, and psychologically safe.
- Facilitate conversations by asking thoughtful questions, connecting members to each other, and highlighting valuable contributions.
- Monitor and enforce community guidelines, manage flags, and handle sensitive situations with empathy and sound judgment.
- Triage product questions and support needs by collaborating with Customer Success and Support teams rather than acting as primary technical support.
Hybrid community design: product and profession
- Grow profession wide conversations in the open community so progressive accounting professionals and firm leaders can share ideas, playbooks, and lessons learned.
Curate and highlight content that positions Karbon as a contributor to the profession, not just a software vendor.
- In the customer only areas, drive product focused discussions about using Karbon, new capabilities, and firm workflows.
- Create and manage exclusive content and experiences for customers so that the community is a clear perk of being a Karbon customer.
Ambassadors, superusers, and programs
- Identify and cultivate superusers, champions, and advocates within the community.
- Design and manage light but effective programs for these members, such as ambassador or council style initiatives, including:
- Clear onboarding, expectations, and ways to contribute.
- Opportunities to host discussions, speak at events, or co create content.
- Recognition, perks, and direct feedback loops into the Karbon team.
- Partner with the VP, Industry Relations and Community and with Marketing to connect community advocates with speaking, content, and referral opportunities.
Cross functional collaboration
- Work with Customer Success and Support to:
- Surface common questions and themes that should inform education, support, and product.
- Route urgent issues to the right internal teams and close the loop with members in the community.
- Partner with Product and Product Marketing to:
- Coordinate feature rollout communications and related education in the customer only community.
- Gather structured feedback, feature requests, themes, and ideas from community discussions.
- Collaborate with Marketing and Events to:
- Support digital and in person events with community initiatives before, during, and after.
- Ensure community activities amplify and extend other efforts instead of duplicating them.
Measurement and insights
- Define and track core community health and ROI metrics, including:
- Number of active members and engagement rates.
- Mix of conversation topics, with visible growth in profession and practice management discussions, not just product support and feature requests.
- Customer sentiment about the community and their sense of connection to Karbon.
Referrals and opportunities influenced by engaged community members.
- Movement of non customer members into the funnel, from engaged participant to demo and new opportunity.
- Develop and maintain a light Voice of Customer practice that pulls signals from the community, Karbon councils, events, and other accountant peer groups, and distills them into clear insights and recommendations for internal teams.
Report regularly on what you are seeing and learning in the community and what you are testing next.
- Turn community insights into actionable recommendations for Marketing, Product, Customer Success, and Leadership.
AI supported community operations and insights
- Leverage AI to accelerate content creation for the community, including brainstorming ideas, drafting posts, refining copy, and adapting content for different segments while maintaining Karbon’s voice.
- Apply AI to transform longform inputs such as event recordings, transcripts, interviews, and internal docs into clear summaries, social ready snippets, discussion prompts, and resources for the community.
- Combine AI supported analysis with your own judgment to identify common themes and questions in community conversations, then turn those into simple, actionable insights for Marketing, Product, and Customer Success.
- Experiment with AI to propose tags, categories, and simple structures that keep community content organized and easier to discover.
About You
- 3 to 5 plus years in online community management or a closely related role in B2B SaaS, ideally working with professional or technical audiences.
- Proven experience owning a community or large program day to day, including programming, moderation, and engagement.
- Strong facilitation skills with a track record of keeping online spaces constructive, inclusive, and on topic.
- Comfortable building and managing a programming calendar and showing up consistently in the community.
- Experience collaborating with cross functional teams such as Marketing, Customer Success, Product, and Events.
- Ability to use community and product analytics to inform decisions and to communicate impact to stakeholders.
- Excellent written communication skills, with a tone that is clear, warm, and approachable for accountants and firm owners.
- High emotional intelligence and judgment, especially when handling sensitive topics or member issues.
- Experience with community platforms such as Gainsight and Circle, or similar tools, and interest in evaluating and improving our setup over time.
Nice to have
- Experience with accounting, bookkeeping, and/or tax professional audiences.
- Background in customer education, customer marketing, or customer advocacy.
- Experience launching or managing ambassador, champion, or council style programs.
- Comfort hosting or co hosting virtual events such as webinars, AMAs, or roundtables.
Why work at Karbon?
- Gain global experience across Australia, New Zealand, UK, and Canada
- Strong benefits package including:
- Flexible Time Off with an encouraged 4 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Paid dental and vision and eligible spouse/partner and dependents
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Be part of a fast-growing company that firmly believes in promoting high performers from within
