Digital Customer Success Lead

About Karbon

Karbon leads the global market with its AI-powered practice management platform tailored for accounting firms. Our top-rated cloud solution supports thousands of accounting professionals worldwide, enhancing efficiency and collaboration daily. Operating in 40 countries, our distributed team spans the US, Australia, New Zealand, Canada, the UK, and the Philippines. Recognized as a Great Place to Work® and featured on Fortune's Best Small Workplaces™, we continue to grow rapidly with strong financial backing.

Role Overview

We are seeking a Digital Customer Success Lead focused on architecting and executing a digital-first customer success strategy for the SMB segment. This hands-on position involves developing automated lifecycle journeys, scalable adoption initiatives, and AI-enhanced interventions. Candidates will take ownership of programs, performing continuous measurement and optimization in a dynamic environment.

Key Responsibilities

• Design and manage the complete digital customer lifecycle for SMB customers, encompassing onboarding, renewal, automated interactions, milestone triggers, engagement nudges, and health-driven interventions.
• Create and oversee lifecycle email and in-app campaigns that promote product usage and highlight value moments, leveraging behavioral and health data.
• Analyze retention indicators within the segment to devise proactive engagement playbooks.
• Integrate AI tools to automate communications, deliver personalized outreach at scale, and enhance digital customer success efficiency.
• Establish metrics, monitor effectiveness, and provide transparent reporting on program performance and customer segment health.
• Collaborate closely with Product, Marketing, and Implementation teams to synchronize messaging, timing, and channels targeted at SMB clients.
• Develop and execute scalable webinar initiatives aimed at educating customers and increasing product adoption.

Candidate Profile

• 3 to 6 years experience in customer success, particularly in designing or managing scalable digital or technology-enabled success programs with measurable results.
• Proven ability to architect automated customer lifecycle journeys from scratch.
• Comfortable leveraging health metrics, usage patterns, and segmentation to inform program strategies.
• Exceptional written communication skills, capable of producing clear, effective copy for customer engagement and internal documentation.
• Experience utilizing AI tools within customer success workflows such as automated outreach, smart triggers, or data analysis.
• Strong operational discipline, setting up performance metrics prior to program launches.
• Collaborative, humble, and adept at working in environments with ambiguity.
• Proactive and agile in testing hypotheses and iterating quickly based on feedback and data.
• Excellent cross-functional coordination skills to maintain alignment among teams and stakeholders.

Preferred Qualifications

• Background in B2B SaaS catering to SMB clients.
• Experience managing offshore team members.
• Familiarity with accounting, professional services software, or fintech sectors.

Benefits and Culture

• Global exposure across multiple countries including USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Competitive benefits including paid flexible time off with a recommended minimum of three weeks annually.
• Company-covered medical, dental, vision insurance for employees and eligible family members.
• Fully funded short-term and long-term disability and life insurance plans.
• 401(k) plan with company match, Flexible Spending Account, and up to eight weeks paid parental leave.
• Work-from-home stipend and a supportive, diverse, team-oriented workplace focused on growth and continuous feedback.
• Opportunities to advance internally within a fast-growing organization dedicated to promoting high performers.

Compensation Information

The estimated base salary range for this position is between $120,000 and $150,000 USD annually. Salary offers consider various factors such as location, experience, skills, and business needs. Total compensation may include bonuses, equity grants, and comprehensive benefits. Our hiring practices focus on capability and performance, and candidates are encouraged to apply even if all criteria are not met.

Diversity and Inclusion

Karbon is committed to building a diverse and inclusive workforce, actively encouraging applicants from underrepresented groups. We welcome candidates from all backgrounds, irrespective of race, gender, orientation, age, education, or other protected characteristics. We are open to adjustments during recruitment to ensure a supportive and accessible process.

Important Notes

• Karbon communicates exclusively via official karbonhq.com email addresses; beware of phishing attempts.
• We kindly request no agency referrals for this role; direct applications are preferred.