Digital Customer Success Lead

About Karbon

Karbon is recognized globally as the top provider of AI-driven practice management tools tailored for accounting firms. Our award-winning cloud-based platform supports tens of thousands of accounting professionals in over 40 countries to collaborate and work more efficiently every day. With teams distributed across the US, Australia, New Zealand, Canada, the UK, and the Philippines, we pride ourselves on rapid growth, strong funding, and a culture that has earned Great Place To Work® certification and placement on Fortune's Best Small Workplaces™ list.

Role Overview

We seek a Digital Customer Success Lead to architect and implement a digital-first customer success experience specifically targeting the SMB segment. This role involves creating automated customer lifecycle journeys, developing scalable adoption initiatives, and deploying AI-enhanced interventions. It requires a hands-on approach within a fast-paced environment where ownership, measurement, and continuous improvement are valued.

Key Responsibilities

• Design end-to-end digital customer journeys for SMBs, covering onboarding through to renewal, incorporating automated touchpoints and data-driven interventions.
• Develop and oversee email and in-app lifecycle campaigns to encourage product uptake and highlight value using behavioral and health metrics.
• Analyze customer retention indicators to formulate proactive engagement playbooks.
• Integrate AI tools to automate communication outreach, personalize interactions at scale, and optimize digital customer success operations.
• Implement rigorous tracking and define success metrics to evaluate program effectiveness and segment health.
• Collaborate cross-functionally with Product, Marketing, and Implementation teams to align messaging and channel strategies.
• Create and manage scalable webinars to educate clients and deepen engagement.

Candidate Profile

• Between 3 to 6 years of experience in customer success, including direct involvement in building or managing scaled digital customer success programs with clear results.
• Proven capability designing automated customer lifecycle frameworks.
• Strong analytical skills using customer health data and segmentation to guide initiatives.
• Excellent written communication skills for crafting customer-facing content and internal documentation.
• A proactive AI-focused mindset with hands-on experience utilizing AI tools within customer success workflows to generate measurable benefits.
• High operational discipline with metrics established before program deployment.
• Team-oriented, collaborative, and adaptable to ambiguous, fast-evolving environments.
• Decisive with a strong bias towards action, quickly hypothesizing, testing, learning, and iterating.
• Excellent ability to work cross-functionally ensuring alignment and effective feedback loops.

Additional Qualifications (Preferred)

• Experience in B2B SaaS environments selling to SMB customers.
• Experience supervising offshore team members.
• Familiarity with accounting, fintech, or professional services software sectors.

Why Join Karbon?

• Opportunity to gain international experience across multiple countries including USA, Australia, New Zealand, UK, Canada, and the Philippines.
• Attractive benefits package featuring paid flexible time off (encouraged use of 3 weeks annually), company-paid medical, dental, vision insurance for employee and eligible dependents.
• Fully funded short and long-term disability coverage and life insurance.
• 401(k) plan with employer matching contributions.
• Flexible spending accounts and up to 8 weeks of paid parental leave.
• Work-from-home stipend and the chance to collaborate with an experienced, high-performing team.
• A diverse, inclusive, and supportive culture valuing professional growth and consistent feedback.
• Fast-paced growth environment with strong internal promotion opportunities.

Compensation Details

The estimated base salary for this position ranges from $120,000 to $150,000 per year. Salary decisions consider factors such as location, experience, skills, and business needs. Total compensation may include bonuses, equity grants, and comprehensive benefits.

Diversity & Inclusion

We are committed to diversity and inclusion, encouraging all qualified individuals to apply even if they do not meet every criterion perfectly. We strictly prohibit discrimination based on race, gender, sexual orientation, identity, age, national origin, disability, or other protected characteristics.

Application Information

We only communicate via official company email domains. Agency referrals are not accepted at this time. Applicants requiring accommodations during the hiring process are encouraged to reach out confidentially for support.