Why This Job is Featured on The SaaS Jobs
Digital Customer Success roles are increasingly central in SaaS as more vendors shift from high-touch coverage to product-led, lifecycle-driven engagement for SMB customers. This position stands out because it is explicitly focused on designing the digital-first success motion, blending in-app and email journeys with health signals and automation to influence adoption and renewal outcomes.
For a SaaS career, the work maps closely to how modern CS organisations scale. Building automated programs, defining leading indicators of retention, and instrumenting lifecycle performance develops a durable toolkit that transfers across B2B subscription businesses. The emphasis on AI-powered interventions also reflects where the function is heading, with practitioners expected to pair customer empathy with operational systems, experimentation, and measurable impact.
The role fits someone who prefers ownership over maintenance work and is comfortable turning ambiguous goals into tested programs. It will suit professionals who like working at the intersection of Customer Success, Product, and Marketing, and who enjoy writing customer-facing copy as much as analysing usage patterns. It also aligns with candidates motivated by building repeatable playbooks rather than managing a purely relationship-based book of business.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
- Work-from-home stipend
- Work with (and learn from) an experienced, high-performing team
- A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
- Be part of a fast-growing company that firmly believes in promoting high performers from within
