Digital Customer Success Lead

**About Karbon** 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. #### **About the Role** 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. #### **About You!** - 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. #### **Why Work at Karbon?** - Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines - Excellent benefits package including: - Paid Flexible Time Off with an encouraged 3 weeks use per year - Company paid medical for you and eligible spouse/partner and dependents - Company paid dental and vision and eligible spouse/partner and dependents - Fully company funded short and long term disability - Fully company paid life insurance - 401(k) with company matching - Flexible Spending Account - Up to 8 weeks paid parental leave…