Digital Customer Success Lead

About Karbon

Karbon is a leading global provider of AI-driven practice management software tailored for accounting firms. Our celebrated cloud-based platform supports tens of thousands of accounting professionals worldwide in enhancing efficiency and collaboration daily. Serving clients across 40 countries, Karbon has evolved into a distributed organization with teams in the US, Australia, New Zealand, Canada, the UK, and the Philippines. We are financially strong, honored as the top-ranked platform on G2, and recognized for our people-centered culture through Great Place To Work® certification and inclusion on Fortune’s Best Small Workplaces™ list.

Role Overview

We are seeking a Digital Customer Success Lead to create and manage the digital-first customer success strategy for our small and medium business segment. This role demands hands-on involvement in designing automated lifecycle communications, scalable adoption initiatives, and AI-enabled customer interactions. As part of a dynamic company, you will be expected to rapidly develop, assess, refine, and take full ownership of outcomes.

Key Responsibilities

• Develop and oversee the entire digital customer journey for SMB clients, including onboarding, engagement milestones, renewal processes, and implementing automated triggers and tailored interventions.
• Create and administer lifecycle email and in-application campaigns that encourage product usage and highlight value, leveraging behavioral data and customer health metrics.
• Analyze customer retention indicators and devise proactive engagement playbooks to support the segment.
• Utilize AI technologies to automate communication, personalize outreach at scale, and enhance the efficiency of digital customer success operations.
• Establish comprehensive tracking and analytics to measure program effectiveness and customer segment health, providing transparent performance reporting.
• Collaborate cross-functionally with Product, Marketing, and Implementation teams to synchronize messaging, timing, and channel strategies specific to SMB customers.
• Design and execute scalable webinar programs aimed at educating customers and increasing product adoption.

Candidate Profile

• Has 3 to 6 years of experience in customer success, specifically with building or managing a scaled digital or technology-driven customer success program that delivers quantifiable results.
• Proven expertise in designing automated customer lifecycle programs with a track record of successful implementation.
• Skilled in interpreting customer health data, usage analytics, and segmentations to inform program development.
• Excellent written communication skills, capable of crafting clear and compelling copy for customer-facing communications and internal documents.
• Possesses an AI-first approach, demonstrated by incorporating AI tools into customer success workflows such as automated outreach, intelligent triggers, or analytical processes, with measurable success.
• Exhibits operational discipline by establishing measurement frameworks prior to program launches.
• Works collaboratively with humility, thrives in environments with ambiguity, and adapts quickly.
• Displays a proactive mindset, moving swiftly from insights to hypothesis testing and iteration, prioritizing action over perfection.
• Strong ability to coordinate across departments, maintain alignment with Marketing, Product, and partners, and communicate effectively across organizational levels.

Additional Advantages

• Experience within B2B SaaS environments serving SMB clientele.
• Background supervising offshore teams.
• Familiarity with accounting, professional services software, or fintech sectors.

Benefits of Joining Karbon

• Opportunity to gain multinational experience with teams across the USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Comprehensive benefits including paid flexible time off with an encouragement to use at least 3 weeks annually, fully paid medical, dental, and vision coverage for employees and eligible dependents.
• Coverage includes short- and long-term disability paid by the company, life insurance fully funded by the employer, and 401(k) plans with company matching contributions.
• Flexible spending accounts and up to 8 weeks of paid parental leave.
• Work-from-home allowances.
• Collaborative culture, with a focus on diversity, ongoing professional growth, and consistent feedback.
• Fast-growing company committed to internal promotions and recognizing high performers.

Additional Information

Please note that Karbon will solely contact candidates through official email addresses ending with karbonhq.com. Be cautious of communications from other domains.

Karbon values diversity and inclusion, encouraging applicants from all backgrounds even if they do not meet every qualification listed. Our hiring decisions are based on merit and capabilities, not on demographics or other unrelated factors.

If any accommodations are needed during recruitment or employment, please reach out confidentially to our support team.

Currently, we do not accept agency submissions for this vacancy and encourage direct applications only.