Customer Success

KarbonMap is an agroforestry ERP solution that connects farmers in the global south with their remote funders and buyers to build trust, create employment and reduce errors and operational costs. KarbonMap is incubated in Teko and funded by Blue Sole Foundation with an impact-first mission and the belief that long term values to the market will ensure the product's survival and viability in a highly competitive global scene.

KarbonMap's current user base concentrates in Southeast Asia and West Africa.

Role Overview

• We are looking for a Customer Success Executive to support our enterprise customers in their digitalisation journey: understand which KarbonMap module suits them, onboard their staff and stakeholders, adopt improvements and new features, feedback gathering and performance tracking of individual features as well as the packaged product as a whole.
• You are a bridge between our technical team and our customers, ensuring smooth software system adoption on the ground according to rollout and deliverable roadmaps and timelines, a representative of the customer's voice internally when the product team sets the product roadmap. We succeed when our customers gain significant and measurable value from adopting our farm and forestry ERP system.
• You will be a trusted consultant who not only guides staff users from onboarding to daily usage, but also advises senior management on whether their teams have achieved their set KPIs, how to configure and set up their systems to meet their specific workflows and sustainability goals.
• This role requires a balance between customer empathy, technical understanding, and a genuine passion for environmental and social impact — helping clients turn data into real-world climate action.
• You will work closely with product, engineering, and science teams to support customers globally, often remotely across time zones, requiring excellent communication, autonomy, and problem-solving ability.

Key Responsibilities

New Customer Onboarding:

• Lead the end-to-end onboarding process — from setup, training, to first successful usage. Customers are able to complete onboarding within the planned timeline. The more self-help the product or the customer is based on your guidance and proposals, the more effortless this process will be.
• Understand how each module operates and advise customers on the optimal way to configure and operate the software based on their context and goals. Your objective: Customers can fully utilize the system and achieve their sustainability goals with measurable outcomes.
• Translate customer requirements into product recommendations and coordinate with internal teams for implementation and delivery.

Account Management:

• Build and maintain long-term trust with clients at different organisational levels, ensuring satisfaction, adoption, and renewal.
• Serve as the main point of contact, understanding customer goals and aligning them with product capabilities.

Customer Enablement:

• Translate technical and environmental concepts (e.g., carbon emissions, land-use data, MRV frameworks) into clear, actionable guidance for users. Communicate, train, and support a wide range of customer roles — from on-the-ground field staff (who may have limited English proficiency) to C-level executives — ensuring each group understands and uses the platform effectively.
• Empower customers to independently use and expand their usage of the platform.
• Monitor customer activity and identify opportunities to help clients gain more value from the platform.

Issue Resolution:

• Collaborate with product and technical teams to investigate and resolve user issues promptly.
• Provide responsive and reliable support to customers across different time zones, ensuring adherence to agreed Service Level Agreements (SLA) for response and resolution times.
• Communicate updates effectively and maintain customer trust even in challenging situations.

Product Feedback:

• Capture customer insights and feedback to support continuous improvement of product features and usability.
• Be the voice and representative of customer's needs internally: Advocate for customer needs while balancing product direction and scalability.

What We're Looking For

• Strong empathy and communication skills, especially with overseas customers from diverse cultural backgrounds.
• Passion for sustainability, climate action, and nature-based solutions.
• Ability to learn and understand technical systems; comfortable advising on configuration and process optimization.
• Proven experience in Customer Success, Account Management, or Consulting roles, ideally within SaaS or sustainability sectors.
• Strong analytical thinking, self-management, and the ability to thrive in a remote collaboration environment.