Why This Job is Featured on The SaaS Jobs
Customer Success roles remain one of the clearest entry points into how SaaS businesses retain and expand revenue, and this Associate Customer Success Manager position sits directly on that axis. Karbon operates a cloud practice-management platform, serving accounting firms across many countries, which signals a product with recurring workflows, multi-stakeholder adoption, and ongoing value realisation—core conditions where modern CS practices matter.
For a SaaS career, the day-to-day exposure here is broadly transferable: onboarding and enablement, adoption planning, renewal risk management, and translating product usage into outcomes. Managing a larger SMB portfolio also tends to build operational discipline—prioritisation, structured customer communication, and using data to spot patterns that inform engagement. Cross-functional work with product, support, sales, and marketing mirrors how SaaS teams coordinate around lifecycle metrics.
This role is best suited to someone who prefers relationship ownership with clear accountability, and who enjoys balancing multiple accounts without losing attention to detail. It will fit professionals who want to strengthen executive communication and consultative problem-solving, and who are motivated by improving customer outcomes through product-led guidance rather than one-off support interactions.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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.
About the Role
- 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.
About you
Candidates with the following experience are encouraged to apply:
- Experience: At least two 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.
- Educational Background: Bachelor’s degree in Accounting, Business, Communications, Information Technology, Finance, or Psychology preferred, providing a solid foundation for the role.
Why Work at Karbon?
- Flexible work hours
- Work remotely or in an office
- Commuter & work from home benefits
- Home office equipment menu for you to choose how you deck out your home office
- Cultural and offsite events
- Learning and development opportunities
- Generous parental leave
- Performance based and globally benchmarked pay
- Employee Assistance Program
- Up to 10 wellness days (because you don't need to be "sick" to stay well)
- Karbon Fun / Social Club!
- Up to 5 weeks paid vacation
