Why This Job is Featured on The SaaS Jobs
This Associate Customer Success Manager role stands out because it sits at the operational core of a SaaS customer lifecycle, supporting a high-volume SMB portfolio where retention and adoption depend on consistent execution. The remit spans customer communications, inquiry triage, and coordination across Success and Support, reflecting how modern SaaS teams run on shared systems and tight feedback loops rather than isolated account ownership. The explicit emphasis on tool usage, including AI, signals a workflow-driven approach that is increasingly standard in SaaS customer operations.
For a SaaS career path, the role offers durable exposure to the mechanics behind renewals and customer health without being limited to a single activity. Working with usage-based outreach, health indicators, and structured follow-through builds intuition for what drives expansion and churn, while the data stewardship component develops the discipline SaaS organisations rely on for forecasting and prioritisation. Comfort with CRM and customer success platforms also transfers cleanly across B2B SaaS environments.
This position is best suited to early-career professionals who prefer structured work, accuracy, and high-quality execution over pure relationship selling. It fits someone who enjoys coordinating across functions, handling many small moving parts, and using spreadsheets and systems to keep customer work reliable and auditable.
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
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
