About Karbon

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

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.
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Associate Customer Success Manager

Job Description

About the Role

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