Digital Customer Success Lead

About Karbon

Karbon is a globally leading provider of AI-driven practice management software tailored for accounting firms. Our award-winning cloud platform facilitates seamless and efficient collaboration for tens of thousands of accounting professionals daily, serving customers across 40 countries. Our diverse and distributed teams operate in the US, Australia, New Zealand, Canada, the UK, and the Philippines. We are financially strong, hold the #1 spot on G2, are rapidly expanding, and maintain a people-focused culture recognized by Great Place To Work® certification and Fortune magazine's Best Small Workplaces™ List.

Role Overview

We are seeking a Digital Customer Success Lead to architect and lead digital-first customer success initiatives targeting our SMB segment. This role involves creating automated lifecycle journeys, scalable product adoption programs, and leveraging AI-powered interventions. It is a hands-on position requiring rapid iteration, outcome ownership, and collaboration in a fast-paced environment.

Key Responsibilities

• Design and manage the end-to-end digital customer journey for SMB clients, from onboarding through renewal, incorporating automated touchpoints, milestone triggers, adoption encouragements, and health-based interventions.
• Create and oversee lifecycle email and in-app campaigns that boost product adoption and highlight value using behavioral data and health scoring.
• Determine key predictors of customer retention to develop proactive engagement strategies.
• Utilize AI technologies to automate outreach, personalize communications at scale, and optimize the digital customer success process.
• Implement comprehensive metrics tracking, evaluate program effectiveness, and provide transparent reporting on performance and segment health.
• Collaborate cross-functionally with Product, Marketing, and Implementation teams to synchronize messaging, timing, and channel strategies for SMB customers.
• Develop scalable webinar programs to educate customers, enhancing product usage and engagement.

Preferred Qualifications

• 3 to 6 years of experience in customer success, particularly in building or managing technology-driven, scaled digital customer success programs with measurable results.
• Proven expertise in creating automated customer lifecycle journeys with repeatable success.
• Strong ability to analyze customer health, usage indicators, and segment data to guide program decisions.
• Excellent written communication skills, capable of producing clear, persuasive content for both customer interactions and internal documents.
• An AI-centric approach, demonstrated by successful incorporation of AI tools in customer success workflows including automated outreach and data analysis.
• Operational discipline with a focus on establishing measurement frameworks prior to program launches.
• Collaborative mindset, comfortable in ambiguous settings, and effective at cross-team partnership and feedback exchange.
• Proactive execution style, rapidly transitioning from data insights to hypothesis testing and iterative improvement without delay.
• Strong cross-functional collaboration skills, maintaining alignment with Marketing, Product, and other departments to ensure project momentum and effective communication.

Additional Advantageous Experience

• Experience in business-to-business SaaS products serving small and medium-sized businesses.
• Experience managing remote or offshore team members.
• Background knowledge in accounting, professional services software, or financial technology sectors.

Why Join Karbon?

• Opportunity to gain valuable international experience working with teams across the USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Comprehensive benefits including paid flexible time off (recommended three weeks annually), company-covered medical, dental, and vision plans for employees and eligible dependents, fully funded disability and life insurance, 401(k) plans with company matching, flexible spending accounts, up to eight weeks paid parental leave, and work-from-home stipends.
• Collaborate with an experienced, high-performing team in a culture valuing diversity, continuous feedback, and employee development.
• Be part of a rapidly growing company committed to promoting talented individuals from within.

Compensation Details

As required by law, we provide a broad estimated base salary range from $120,000 to $150,000 USD for this role, reflecting various factors including location, experience, and skills. Compensation packages may also include bonuses, equity grants, and extensive benefits. We encourage consideration of our organizational mission and culture alongside salary when applying.

Equal Opportunity and Inclusion Statement

Karbon is dedicated to diversity and inclusion, aligned with our company values. We encourage candidates to apply regardless of whether they meet every qualification listed, believing capable individuals may still be the perfect fit for the role. We recruit based on performance and abilities, without discrimination based on race, gender, sexual orientation, identity, age, background, or other factors. Accommodations for recruitment and employment processes are available upon request via confidential contact.

Important Notes

Please note Karbon only communicates through emails from the karbonhq.com domain; disregard communications from other domains. Currently, we are not accepting agency referrals and invite direct applications from interested candidates.