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

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

As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.

The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.

It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!

The estimated base salary range for this role is: $120,000 — $150,000 USD

Please be aware that Karbon will only contact you via email from our domain, karbonhq.com. If you receive an email from any other domain, please do not click any of those links.

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!