Digital Customer Success Lead

Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.

We're hiring a Digital Customer Success Lead. This is a builder role. You will design and operate the digital-first success motion for our SMB segment. This includes automated lifecycle journeys, scalable adoption programs, and AI-powered interventions. This is a hands-on role at a company that moves fast - expect to build, measure, iterate, and own outcomes.

• Design and own the full digital customer journey for the SMB segment, from onboarding through renewal - automated touchpoints, milestone triggers, adoption nudges, and health-based interventions.
• Build and manage lifecycle email and in-app campaigns that drive product adoption and surface value at the right moments, using behavioral and health score signals.
• Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers.
• Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion.
• Instrument everything — define the metrics, track what's working, and report clearly on program performance and segment health.
• Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers.
• Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.

• 3–6 years in customer success, with time spent building or running a scaled digital or tech-touch CS program with measurable outcomes.
• Demonstrated experience designing automated customer lifecycle journeys - you've built one before and can build one again.
• Comfort working with customer health data, usage signals, and segmentation to drive program design decisions.
• Strong written communication skills — you write crisp, effective copy for customer-facing journeys and internal documentation.
• AI-first mindset — you've used AI tooling in your CS workflows (automated outreach, smart triggers, analysis, or similar), have proven outcomes, and you stay current on what's emerging.
• Operational rigor — you set up measurement before you launch programs, not after.
• Collaborative, low-ego, and comfortable building in ambiguous environments.
• Bias for action — you move from insight to hypothesis to test quickly, synthesize what you learn, and iterate without waiting for perfect conditions.
• Strong cross-functional instincts — you understand how to stay aligned with Marketing, Product, and other partners, keep projects moving, and give and receive feedback effectively at every level.

Bonus Points if you have:

• Experience in B2B SaaS serving SMB customers.
• Experience managing offshore team members.
• Background in accounting, professional services software, or fintech.

Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!

We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.

Generally, if you are a good person, we want to talk to you. 😛

If there are any adjustments or accommodations that we can make to assist you during the recruitment process, and your journey at Karbon, contact us at people.support@karbonhq.com for a confidential discussion.

At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!