Digital Customer Success Lead

About Karbon

Karbon is a leading global provider of AI-driven practice management software catering to accounting firms. Our award-winning cloud platform supports tens of thousands of accounting professionals in streamlining collaboration and efficiency daily. Operating across 40 countries, our distributed team spans the US, Australia, New Zealand, Canada, the UK, and the Philippines. We are well-capitalized, ranked #1 on G2, experiencing rapid growth, and uphold a people-first culture recognized by Great Place To Work® certification and inclusions in Fortune's Best Small Workplaces™.

Role Overview

We are seeking a Digital Customer Success Lead to develop and manage the digital-centric customer success approach for our SMB segment. This hands-on, fast-paced position entails designing automated lifecycle journeys, scalable adoption initiatives, and AI-enhanced customer interventions. You will be accountable for creating, measuring, iterating, and taking full responsibility for outcomes.

Key Responsibilities

• Develop and manage comprehensive digital customer experiences for SMB clients, starting from onboarding through renewal, incorporating automated notifications, milestones, adoption prompts, and health-based interventions.
• Create and oversee lifecycle email and in-app campaigns aimed at boosting product usage and highlighting value based on behavior and health score analytics.
• Identify early indicators of customer retention to build proactive engagement strategies.
• Utilize AI technologies to automate communications, personalize interactions at scale, and heighten the efficiency of digital customer success activities.
• Define relevant metrics, monitor program effectiveness, and communicate performance and segment health transparently.
• Collaborate cross-functionally with Product, Marketing, and Implementation teams to coordinate messaging, timing, and channel strategies for SMB customers.
• Design and facilitate scalable webinar programs that educate users and promote deeper product engagement.

Candidate Profile

• 3 to 6 years of experience in customer success, specifically in creating or operating digital or tech-enabled customer success programs with quantifiable results.
• Proven ability to design and execute automated customer lifecycle journeys multiple times.
• Comfortable analyzing customer health metrics, usage patterns, and segmentation to inform program development.
• Excellent written communication skills with the ability to craft clear, compelling content for customer outreach and internal documentation.
• An AI-first approach, demonstrated by using AI in customer success workflows such as automation, triggers, or analysis, with documented positive outcomes and current knowledge of advancements.
• Disciplined operational approach focused on establishing measurement frameworks prior to program launches.
• Collaborative, modest, and adept at navigating uncertain or ambiguous scenarios.
• Strong action orientation with rapid hypothesis testing and iterative improvement based on insights without delay.
• Excellent at cross-team collaboration, maintaining alignment with Marketing, Product, and other departments, ensuring project momentum and effective two-way feedback.

Preferred Qualifications

• Experience in B2B SaaS with SMB customer focus.
• Track record managing offshore teams.
• Background in accounting, professional services software, or financial technology.

Benefits and Culture

• Opportunity to work with a global team across multiple countries including the USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Comprehensive benefits package supporting health, family, and work-life balance:
  • Paid Flexible Time Off encouraging at least three weeks annually.
  • Company-covered medical, dental, and vision insurance for employees and eligible dependents.
  • Fully funded short and long-term disability coverage.
  • Fully paid life insurance.
  • 401(k) plan with company matching contributions.
  • Flexible Spending Account options.
  • Up to eight weeks of paid parental leave.
  • Work-from-home stipend.
• Join an experienced and high-performing team within a collaborative, diversity-embracing culture that values development and continuous feedback.
• Be part of a fast-scaling organization that promotes exceptional talent from within.

Compensation Information

The estimated base salary range for this position is between $120,000 and $150,000 per year, reflecting various factors such as location, experience, skills, and business needs. Compensation packages may include bonuses and equity grants alongside salary and benefits.

Diversity & Inclusion

Karbon actively supports diversity and inclusion, welcoming applicants from all backgrounds regardless of race, gender identity, sexual orientation, age, or disability. Candidates who do not meet every qualification but are enthusiastic about the role are encouraged to apply. Accommodations and adjustments during recruitment and employment are available upon request.

Additional Information

Please note that all communications will come exclusively from the company's official email domain. Agency referrals are not accepted for this vacancy. Direct applications from interested candidates are preferred.