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
