Director of Customer Education & Enablement
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 18.5 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, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, have a fantastic team culture built on our values, are growing rapidly, and making a global impact.
About the Role
We’re hiring a Director of Customer Education & Enablement to lead and scale Karbon’s customer learning programs. This role will define and execute the strategy that empowers thousands of accounting professionals to seamlessly adopt Karbon and achieve meaningful, lasting value.
You’ll bring firsthand experience working in the accounting industry and have built world-class education programs specifically for accountants and their teams. Your deep domain knowledge combined with strong learning design expertise will ensure we deliver education that resonates and drives real outcomes. You’ll oversee a high-impact team and work cross-functionally with Product, Customer Success, Marketing, and Implementation to deliver targeted learning experiences that drive customer success and retention.
This is a unique opportunity to blend strategic vision, operational leadership, and content ownership in a rapidly scaling SaaS environment.
What You’ll Do
Lead the Strategy
- Define the customer education vision, roadmap, and outcomes across onboarding, feature adoption, maturity, and community learning
- Build frameworks and learning journeys tailored to firm personas, roles (admin, partner, staff), and lifecycle stages
- Align customer education with company goals (retention, adoption, time to value, and CSAT)
Manage & Coach the Team
- Provide coaching, prioritization, and performance management while also fostering growth and continuous innovation
- Build a culture of excellence in instructional design, cross-functional collaboration, and customer-first thinking
Own Content Strategy & Execution
- Guide the production of high-quality training content: on-demand courses, live sessions, and certifications; leveraging AI tools to streamline production, generate personalized experiences, while ensuring content remains current
- Personally contribute to content creation, especially for strategic initiatives, new product releases, or high-impact training
- Maintain a modern, structured, scalable approach to content management
Oversee Delivery & Measurement
- Own the learning tech stack (LMS, certification systems, content libraries) and process for delivering live and asynchronous training
- Define and track KPIs tied to product usage, activation, customer maturity, and enablement impact
- Continuously improve program performance through feedback loops, testing, and iteration
What You’ll Bring
- 7+ years in customer education, enablement, or learning design roles, ideally in a SaaS or tech-forward company
- Proven experience building and scaling education programs for accounting or bookkeeping professionals; you’ve worked in or alongside firms and translated that knowledge into engaging, high-impact learning at scale
- A track record of using AI tools (e.g., generative content, voiceover automation, personalized learning paths) to accelerate content creation and scale delivery
- People leadership experience, including coaching and developing team members across global or remote teams
- Strong instructional design skills and an ability to translate workflows into engaging, actionable content
- Experience with learning systems (LMS, webinar tools, authoring platforms) and data-backed decision-making
- Excellent collaboration and communication skills; you can work cross-functionally and influence without hierarchy
Nice to Have
- Familiarity with accounting practice management tools
- Experience with customer certification programs or partner enablement models
- Understanding of global learning and delivery models, especially asynchronous and scaled learning for SMBs
This Role Is for You If…
- You’ve built educational content that resonates with accounting professionals because you’ve walked in their shoes and know what they need to succeed
- You’re energized by building systems and processes and jumping into the details
- You can coach a team, collaborate with executives, and write a killer onboarding course, all in the same week
- You believe great education is a growth engine, not just a support function
- You want to help accounting professionals thrive by making learning accessible, relevant, and impactful
- You’re excited about how AI can elevate education without sacrificing quality and you’ve already experimented with tools that do just that
Why Work at Karbon
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Strong benefits package including:
- Paid Flexible Time Off with an encouraged 4 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Company paid dental and vision and eligible spouse/partner and dependents
- Fully company funded short and long term disability
- Fully company paid life insurance
- 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
As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.
The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.
It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!
The estimated base salary range for this role is:
$200,000 - $207,000 CAD
Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!
We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.
Generally, if you are a good person, we want to talk to you. 😛
If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.
At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!
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