Karbon

Customer Success Manager

• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions.
• Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals.
• Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers.
• Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion.
• Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health.
• Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers.
• Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.

Digital Customer Success Lead

People Operations

• Architect and improve the end-to-end People Ops and TA operational stack.
• Design and deploy AI agents to own routine operational work.
• Use AI to manage and monitor multi-country HR compliance.
• Build AI-powered reporting and analytics across People and TA function.
• Run HRIS, ATS, and broader People tech stack.
• Use AI to support TA function with pipeline forecasting and recruiting data integrity.
• Own benefits administration and vendor management across the US entity.
• Leverage AI to deliver a seamless employee experience.
• Drive AI-led process documentation and knowledge management across People Ops.
• Partner with Finance, IT, and Legal using AI workflows.
• Coach the broader People team on AI fluency, agent design, and operational automation.
• Own AI governance for the People function to ensure compliance and ethics.

People Operations Manager

Vice President

• Serve as the single point of accountability from the POC to full deployment and beyond.
• Drive and govern the master project plan across: Onboarding & Configuration, Training & Enablement, Data Migration, Integration, Rollout Execution, Support, and Reporting.
• Chair weekly program stand-ups, steering committee sessions, and executive check-ins.
• Own risk identification, escalation, and resolution.
• Act as the primary executive-level contact for the strategic customer stakeholders throughout the engagement.
• Build trust and alignment with project sponsors, operations leads, and office champions.
• Navigate competing priorities, stakeholder ambiguity, and scope discussions with clarity and confidence.
• Represent Karbon's capabilities, roadmap, and commitment with credibility at every level of the customer’s organization.
• Lead and coordinate a cross-functional Karbon team including: Project Management, Implementation, CS, Training, and Support, with collaboration across Product and Engineering.
• Ensure clear role ownership and handoffs across the multi-office implementation for the POC and all elements of Phase II.
• Identify and resolve resource gaps as the program scales through the June–August high-volume rollout window for the POC and Phase II.
• Deliver Go-Live for all offices by the target date, with users trained, data migrated, and integrations validated and converted to Phase II.
• Maintain a live risk register and ensure confidence levels across nine identified program risks remain within acceptable thresholds.
• Drive post-go-live health reporting through Fall 2026, producing the POC wrap-up deliverable for executive review.
• Define what POC success looks like and position the engagement for conversion to a full commercial deployment.

VP, Strategic Customer Programs

Director

Director, Strategic Accounts

Program Manager

Director, Enterprise Program Management

Managing Director, Strategic Account

Accountant

• Apply foundational knowledge of ASC 606 and SaaS revenue recognition principles to support accurate revenue reporting.
• Assist the Accounting team with month-end close activities, including revenue-related reconciliations and journal entry support tied to billing. Using AI tools to accelerate reconciliation checks and surface variances that require human review.
• Partner with Revenue Accounting to ensure billing data in Zuora is structured in a way that supports clean, auditable revenue recognition.
• Flag and escalate billing scenarios with complex revenue recognition implications for proper treatment.
• Own the end-to-end collections process, monitoring aging balances and prioritizing outreach on overdue accounts, partnering with the GTM teams and Finance to resolve outstanding invoices and using AI-assisted tools to flag at-risk accounts and streamline follow-up.
• Maintain accurate AR reporting and support month-end close by reconciling cash receipts and applying payments in Zuora, surfacing DSO trends and collection risk to Finance leadership and driving ongoing improvements to collections efficiency.
• Own end-to-end billing operations for a global customer base, managing complex subscription scenarios including multi-year deals, mid-term amendments, upgrades, downgrades, credits, and custom billing structures, leveraging AI tooling to detect anomalies, reduce manual intervention, and scale with confidence.
• Investigate and resolve billing discrepancies, invoicing errors, and escalated issues with a high degree of accuracy and urgency whilst using AI-assisted diagnostics to identify patterns and root causes faster.
• Manage renewals, adjustments, and amendments in Zuora, ensuring all billing actions are executed correctly and in alignment with contract terms.
• Serve as the billing team's go-to resource for edge cases and non-standard scenarios that require sound judgment and creative problem-solving.
• Act as a senior point of contact for customers on billing-related inquiries, delivering clear, professional, and empathetic communication. Use AI-assisted drafting tools to improve response speed and quality while keeping a human lens on every interaction.
• Partner with Customer Success and Support teams to resolve billing issues efficiently and ensure a positive customer experience.
• Represent the billing function externally with confidence and a solutions-oriented approach.
• Review customer agreements and order forms to ensure billing setup accurately reflects negotiated terms, pricing structures, and any custom provisions by applying AI-assisted contract review tools to accelerate intake and flag inconsistencies before they reach billing.
• Advise internal stakeholders on how contract terms translate into billing and revenue recognition implications.
• Collaborate with Legal, Sales, and Finance on billing-related contract language and escalations as needed.
• Serve as the internal subject matter expert on Zuora, owning configuration, troubleshooting, and optimization of billing workflows within the platform, including identifying where AI capabilities within Zuora can reduce manual steps and improve data integrity.
• Maintain accurate subscription records, product catalog entries, and billing rules in Zuora.
• Partner with RevOps and Finance on Zuora-related projects, upgrades, and integrations.
• Use AI-powered tooling to streamline billing workflows, including anomaly detection in invoicing, automated reconciliation checks, and intelligent flagging of discrepancies before they escalate to customers or impact close.
• Apply AI capabilities within Zuora and connected systems to reduce manual intervention in complex billing scenarios, accelerate invoice processing, and improve accuracy across the subscription lifecycle.
• Leverage AI-assisted tools to improve the speed and quality of customer communications, contract reviews, and internal SOPs, while maintaining the judgment to know when human review is essential.
• Partner with Revenue Accounting to explore AI applications in revenue recognition, including automated recognition schedules, variance flagging, and generating audit-ready documentation tied to billing data.
• Contribute to the finance team's AI adoption by testing new tools, documenting billing-specific use cases, and sharing learnings acting as the billing SME who helps define where automation adds the most value.
• Maintain a human-in-the-loop mindset: validate AI-generated outputs before they inform customer decisions or financial reporting, and escalate edge cases that require human judgment.
• Demonstrate a strong ability to navigate interconnected systems (Zuora, Salesforce, and related tools) to diagnose issues and engineer scalable solutions.
• Proactively identify gaps in billing and revenue processes and lead or contribute to continuous improvement initiatives, with a particular focus on where AI automation can eliminate low-value manual work and create capacity for higher-order problem-solving.
• Document workflows, edge cases, and standard operating procedures to support team scalability and knowledge sharing, using AI-assisted tools to draft, maintain, and improve documentation at pace.
• Work closely with Sales, Finance, Accounting, Revenue Operations, and Customer Success to ensure seamless billing execution and alignment on revenue matters.
• Provide billing and systems guidance to internal stakeholders as the team scales, including educating cross-functional partners on how AI tools are changing billing and revenue operations.

Senior Revenue Accountant

• Drive measurable value realization within the first 90 days post-sale, aligning onboarding outcomes to defined business KPIs.
• Own renewal and expansion strategy for your portfolio, including proactive identification of cross-sell and upsell opportunities (including Billing & Payments).
• Drive Net Revenue Retention by increasing product adoption depth, seat expansion, and multi-threaded engagement.
• Build and manage an accurate renewal forecast 90–120 days in advance.
• Develop multi-threaded relationships across decision-makers, economic buyers, and operational leaders.
• Enable internal champions with structured success plans, ROI articulation, and executive-ready materials.
• Develop deep domain fluency in accounting firm operations and translate Karbon capabilities into strategic business outcomes.
• Operate as a trusted advisor, diagnosing root causes of workflow inefficiencies and aligning product capabilities to measurable firm-level improvements.
• Create and maintain structured Success Plans tied to customer KPIs and long-term growth objectives.
• Conduct executive-level business reviews to measure progress and unlock next best actions.
• Proactively identify churn indicators through behavioral data, health metrics, and qualitative insight.
• Develop structured save plans with clear ROI articulation and executive alignment when risk emerges.
• Contribute to scalable retention methodologies as Karbon grows.
• Partner with Sales to support expansion strategy and complex renewal negotiations where needed.
• Collaborate with Implementation, Support, and Education teams to ensure seamless customer experience across the lifecycle.
• Translate customer insights into structured, data-backed feedback for Product and Engineering, influencing roadmap priorities.
• Collaborate with Marketing to inform industry-specific messaging and thought leadership grounded in real customer outcomes.
• Drive cross-functional alignment to remove friction and deliver measurable customer outcomes.
• Leverage AI-driven tools and usage analytics to identify expansion opportunities, risk signals, and productivity gains.
• Operate in a metrics-rich environment, using dashboards and insights to prioritize next best actions across your portfolio.

Senior Customer Success Manager

Performance Marketing

• Own Karbon's paid media portfolio with agency support across SEM, paid social, display, retargeting, content syndication, and review platforms
• Manage a multi-million dollar demand gen and advertising budget
• Apply AI-driven tools and platforms to improve targeting precision
• Partner closely with Sales and RevOps to align paid investment with pipeline targets
• Build rigorous measurement frameworks and attribution models
• Own karbonhq.com as a high-performing commercial asset
• Deploy AI-powered personalization, dynamic content, and intelligent chat
• Lead experimentation at scale
• Drive Karbon's visibility in AI-native discovery surfaces
• Design and execute integrated growth campaigns across the full customer lifecycle
• Champion AI adoption across the demand generation function

Director of Performance Marketing

Implementation Specialist

• Own the customer implementation journey: Manage end-to-end implementation projects for small to mid-sized accounts, building and maintaining project plans, tracking milestones, and ensuring deliverables are completed on time, escalating complexity as needed.
• Communicate across multiple stakeholders: Partner primarily with firm administrators and key users to align priorities, clarify responsibilities, and maintain momentum throughout the implementation.
• Facilitate structured onboarding: Lead kickoff meetings, configuration sessions, and training sessions using established frameworks and playbooks, adapting delivery to customer needs.
• Provide professional guidance: Guide customers on Karbon best practices for workflow setup and day-to-day usage, helping firms establish efficient and repeatable processes.
• Coach through change management: Help customers prepare their teams for new processes, reinforce adoption, and address common questions or resistance during implementation.
• Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness.
• Identify and mitigate risks: Monitor project progress and flag potential delays or adoption challenges early, escalating risks to senior team members when appropriate.
• Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback.
• Deliver measurable value: Help customers achieve early wins and milestones that demonstrate value and set the foundation for long-term success with Karbon.
• Use AI in day-to-day implementation work, including ChatGPT licenses and AI-driven workflow automations, to support project planning, customer communications, and process optimization.

Analyst

• Own end-to-end billing operations for a global customer base, managing complex subscription scenarios including multi-year deals, mid-term amendments, upgrades, downgrades, credits, and custom billing structures, leveraging AI tooling to detect anomalies, reduce manual intervention, and scale with confidence.
• Investigate and resolve billing discrepancies, invoicing errors, and escalated issues with a high degree of accuracy and urgency whilst using AI-assisted diagnostics to identify patterns and root causes faster.
• Manage renewals, adjustments, and amendments in Zuora, ensuring all billing actions are executed correctly and in alignment with contract terms.
• Serve as the billing team's go-to resource for edge cases and non-standard scenarios that require sound judgment and creative problem-solving.
• Act as a senior point of contact for customers on billing-related inquiries, delivering clear, professional, and empathetic communication. Use AI-assisted drafting tools to improve response speed and quality while keeping a human lens on every interaction.
• Partner with Customer Success and Support teams to resolve billing issues efficiently and ensure a positive customer experience.
• Represent the billing function externally with confidence and a solutions-oriented approach.
• Review customer agreements and order forms to ensure billing setup accurately reflects negotiated terms, pricing structures, and any custom provisions by applying AI-assisted contract review tools to accelerate intake and flag inconsistencies before they reach billing.
• Advise internal stakeholders on how contract terms translate into billing and revenue recognition implications.
• Collaborate with Legal, Sales, and Finance on billing-related contract language and escalations as needed.
• Apply foundational knowledge of ASC 606 and SaaS revenue recognition principles to support accurate revenue reporting.
• Assist the Accounting team with month-end close activities, including revenue-related reconciliations and journal entry support tied to billing. Using AI tools to accelerate reconciliation checks and surface variances that require human review.
• Partner with Revenue Accounting to ensure billing data in Zuora is structured in a way that supports clean, auditable revenue recognition.
• Flag and escalate billing scenarios with complex revenue recognition implications for proper treatment.
• Own the end-to-end collections process, monitoring aging balances and prioritizing outreach on overdue accounts, partnering with the GTM teams and Finance to resolve outstanding invoices and using AI-assisted tools to flag at-risk accounts and streamline follow-up.
• Maintain accurate AR reporting and support month-end close by reconciling cash receipts and applying payments in Zuora, surfacing DSO trends and collection risk to Finance leadership and driving ongoing improvements to collections efficiency.
• Serve as the internal subject matter expert on Zuora, owning configuration, troubleshooting, and optimization of billing workflows within the platform, including identifying where AI capabilities within Zuora can reduce manual steps and improve data integrity.
• Maintain accurate subscription records, product catalog entries, and billing rules in Zuora.
• Partner with RevOps and Finance on Zuora-related projects, upgrades, and integrations.
• As Karbon scales, this role is expected to be an active driver of AI adoption within billing and revenue operations: testing tools, surfacing use cases, and helping define how automation improves the function.
• Use AI-powered tooling to streamline billing workflows, including anomaly detection in invoicing, automated reconciliation checks, and intelligent flagging of discrepancies before they escalate to customers or impact close.
• Apply AI capabilities within Zuora and connected systems to reduce manual intervention in complex billing scenarios, accelerate invoice processing, and improve accuracy across the subscription lifecycle.
• Leverage AI-assisted tools to improve the speed and quality of customer communications, contract reviews, and internal SOPs, while maintaining the judgment to know when human review is essential.
• Partner with Revenue Accounting to explore AI applications in revenue recognition, including automated recognition schedules, variance flagging, and generating audit-ready documentation tied to billing data.
• Contribute to the finance team's AI adoption by testing new tools, documenting billing-specific use cases, and sharing learnings acting as the billing SME who helps define where automation adds the most value.
• Maintain a human-in-the-loop mindset: validate AI-generated outputs before they inform customer decisions or financial reporting, and escalate edge cases that require human judgment.
• Demonstrate a strong ability to navigate interconnected systems (Zuora, Salesforce, and related tools) to diagnose issues and engineer scalable solutions.
• Proactively identify gaps in billing and revenue processes and lead or contribute to continuous improvement initiatives, with a particular focus on where AI automation can eliminate low-value manual work and create capacity for higher-order problem-solving.
• Document workflows, edge cases, and standard operating procedures to support team scalability and knowledge sharing, using AI-assisted tools to draft, maintain, and improve documentation at pace.
• Work closely with Sales, Finance, Accounting, Revenue Operations, and Customer Success to ensure seamless billing execution and alignment on revenue matters.
• Provide billing and systems guidance to internal stakeholders as the team scales, including educating cross-functional partners on how AI tools are changing billing and revenue operations.

Digital Customer Success Lead

Digital Customer Success Lead

People Operations Manager

VP, Strategic Customer Programs

Director, Strategic Accounts

Director, Enterprise Program Management

Managing Director, Strategic Account

Senior Revenue Accountant

Senior Customer Success Manager

Director of Performance Marketing

Implementation Specialist

Senior Billing Revenue Analyst