Why This Job is Featured on The SaaS Jobs
Digital-led Customer Success has become a defining lever in modern B2B SaaS, particularly for SMB segments where unit economics depend on scaled, tech touch engagement rather than high headcount coverage. This role stands out because it centers on designing an end to end digital success motion that blends lifecycle automation, in app and email orchestration, and data driven interventions, including practical use of AI tooling.
For a SaaS career, the work maps closely to the operating system of retention. It builds fluency in turning usage signals and health indicators into programs that move adoption and renewal outcomes, while developing the measurement habits that mature SaaS teams expect. The cross functional surface area with Product, Marketing, and Implementation also mirrors how SaaS companies connect customer outcomes to roadmap, messaging, and onboarding design, making the experience portable across many subscription businesses.
This position is best suited to someone who prefers building systems over maintaining playbooks, and who is comfortable iterating from hypotheses to measurable tests. It fits a practitioner who can write clearly, work with ambiguous inputs, and translate customer behavior data into scalable journeys without relying on one to one coverage as the default model.
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
