Do you love digging into how money moves through a business? Are you the person colleagues turn to when a billing process breaks down — and do you thrive on solving problems that are genuinely critical to a firm's operations?
As Karbon's Billing & Payments Specialist, you are the deepest expert in our Customer Success organization on how accounting firms bill their clients, collect payments, and manage their financial workflows inside Karbon. You thrive where the process isn't fully mapped, the stakes are high, and someone needs to step up and own it. When a billing or payments situation is too complex, too critical, or too time-sensitive for a generalist answer, CSMs don't just call you for help. They hand it to you, because you're the person who figures it out.
About the Role
- Serve as the billing and payments specialist for our Customer Success organization, bringing deep product knowledge to the customers and situations that need it most
- Lead complex billing and payments engagements end to end, from initial assessment through resolution, owning the strategy, the communication, and the outcome
- Partner with CSMs in customer sessions as the subject matter expert, shaping the approach and guiding the conversation on all things billing and payments
- Continually assess and refine how billing and payments engagements are handled, maturing the process over time so every interaction is sharper than the last
- Build a living knowledge base of complex billing and payments scenarios, turning every engagement into institutional knowledge that raises the bar for the entire team
Internal enablement
- Be the internal expert resource for the CSM team on billing and payments, running regular knowledge sessions, answering complex questions, and continuously building confidence across the team
- Partner with our Billing and Payments Adoption PM to align on customer needs, share field insights, and ensure specialist knowledge is feeding directly into adoption strategy and product direction
- Partner with the onboarding and implementation teams to ensure billing and payments is set up correctly from day one, reducing the downstream complexity that creates escalations
- Advocate for customers internally by surfacing recurring billing and payments pain points to Product and Engineering with clear, evidence-based documentation
Knowledge and process development
- Document the most common billing and payments conditions your team encounters and keep the prescription matrix current with new resolutions
- Develop structured playbooks for the most frequent and highest-risk billing scenarios. Particularly those involving accounting firm billing models, collection workflows, and payments reconciliation
- Stay current with Karbon product updates and proactively update your knowledge base and customer-facing resources accordingly
About You
- 3+ years in a customer-facing specialist, solutions consultant, or technical support role, ideally in B2B SaaS with a financial or payments component
- Deep familiarity with how accounting firms or professional services businesses bill and collect from their clients. You don't need to be told why this matters to them
- Strong product intuition. You can diagnose a billing or payments issue quickly, understand its root cause, and communicate clearly about what needs to happen
- Excellent communication skills. You can explain complex financial and product concepts to non-technical customers without condescension and without oversimplification
- A calm, methodical approach under pressure. Billing crises are time-sensitive and high-stakes, and you bring structure to chaotic situations
- Strong documentation instincts. You naturally turn resolved cases into reusable resources rather than solving the same problem twice
- Experience with Karbon, Xero, QuickBooks, or similar practice management or accounting platforms is a strong advantage
- Comfortable operating with significant autonomy. You will often be the most knowledgeable person in the room on your domain, and you need to be confident in that position
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
