Digital Customer Success Lead

About Karbon

Karbon is a leading global provider of AI-powered practice management software tailored for accounting firms. Our acclaimed cloud-based platform assists tens of thousands of accounting professionals worldwide in enhancing productivity and fostering collaboration daily. Operating across 40 countries, we have a diverse team based in the US, Australia, New Zealand, Canada, the UK, and the Philippines. We pride ourselves on strong funding, top rankings on G2, rapid growth, and a recognized people-first culture endorsed by Great Place To Work® and Fortune's Best Small Workplaces™.

Role Overview

We are seeking a Digital Customer Success Lead to spearhead our digital-first customer success initiatives for the Small and Medium Business (SMB) segment. This hands-on position involves designing and managing automated lifecycle journeys, scalable adoption efforts, and AI-driven customer engagement strategies. The role requires agility to build, measure, iterate, and deliver results in a fast-paced environment.

Key Responsibilities

• Design and oversee the entire digital customer lifecycle journey for SMB clients, including onboarding, renewal, automated interactions, milestone-based triggers, adoption incentives, and health-related interventions.
• Create and manage lifecycle email and in-app communication campaigns that promote product adoption and demonstrate value, leveraging behavioral data and health score indicators.
• Determine critical retention metrics for the SMB segment and develop proactive engagement playbooks for customer success.
• Utilize AI tools to automate outreach, customize scalable communications, and enhance digital customer success efficiency.
• Implement comprehensive metrics instrumentation to monitor campaign effectiveness and segment health, providing clear performance reporting.
• Collaborate cross-departmentally with Product, Marketing, and Implementation teams to synchronize messaging, timing, and channel use for the SMB audience.
• Develop and execute scalable webinar programs aimed at educating customers and increasing product utilization across the customer base.

Candidate Profile

• 3 to 6 years of experience in customer success with practical exposure to building or managing large-scale digital or tech-touch customer success programs achieving measurable results.
• Proven ability to design automated customer lifecycle journeys with prior hands-on experience in constructing such systems.
• Proficiency in interpreting customer health metrics, usage data, and segmentation to inform program development.
• Excellent written communication skills suitable for crafting precise customer-facing content and internal documents.
• An AI-first approach experienced in integrating AI tools within customer success workflows for tasks such as automated outreach, triggering, and analysis, accompanied by demonstrable outcomes.
• Strong operational discipline focused on establishing measurement frameworks before launching initiatives.
• Collaborative mindset with low ego, adept at working in uncertain and evolving environments.
• Proactive execution style, capable of quickly transitioning from insights to hypotheses to testing and iterative improvement without delays.
• Robust cross-functional coordination skills to align with Marketing, Product, and other teams, manage project progress, and provide constructive feedback at all organizational levels.

Additional Qualifications (Preferred)

• Experience in B2B SaaS catering to SMB clients.
• Experience in managing teams based offshore.
• Background in accounting, professional services software, or financial technology sectors.

Why Join Karbon?

• Opportunity to gain international exposure across multiple countries including the USA, Australia, New Zealand, the UK, Canada, and the Philippines.
• Comprehensive benefits package featuring:
• Paid Flexible Time Off with a recommended minimum of three weeks usage annually
• Company-covered medical insurance for employees and eligible dependents
• Company-sponsored dental and vision coverage for employees and eligible dependents
• Fully funded short- and long-term disability insurance
• Company-paid life insurance
• 401(k) retirement plan with employer matching contributions
• Flexible Spending Account options
• Up to eight weeks of paid parental leave
• Stipend to support work-from-home expenses
• Join and learn from an accomplished and high-performing team
• Engage in a collaborative and inclusive workplace culture that values diversity, emphasizes professional growth, and offers consistent feedback
• Be part of a fast-expanding company committed to internal growth and recognizing high performers

Compensation Transparency

In compliance with regulations, we provide an estimated base salary range for this position of $120,000 to $150,000 USD annually. Actual compensation will reflect factors such as candidate location, experience, skills, and business needs. Salary is part of a total remuneration package that may include target bonuses, competitive equity, and attractive benefits. While competitive pay is vital, we encourage candidates to consider our mission, values, and culture when evaluating this opportunity.

Diversity and Inclusion

Karbon is dedicated to fostering a diverse and inclusive workplace. Recognizing that some candidates may hesitate to apply if they do not meet every criterion, we encourage all qualified individuals to apply. We make hiring and compensation decisions solely based on capability and performance without discrimination towards race, gender, sexual orientation, identity, age, education, religion, ability, or any other factors that could impede inclusion.

Recruitment Process and Caution

Only communications from carbonhq.com email addresses are authentic. Candidates are warned against engaging with emails from other domains. We request that recruitment agency referrals are not submitted for this vacancy. Please reach out for any accommodation needs during hiring via people.support@karbonhq.com.