Digital Customer Success Lead

Karbon

9h•Remote

About The Position

Karbon is seeking a Digital Customer Success Lead to design and operate a digital-first success motion for their SMB segment. This role involves creating automated lifecycle journeys, scalable adoption programs, and AI-powered interventions. It is a hands-on, fast-paced position where the individual will be responsible for building, measuring, iterating, and owning outcomes related to the digital customer journey from onboarding through renewal. Key responsibilities include managing automated touchpoints, milestone triggers, adoption nudges, and health-based interventions, as well as building and managing lifecycle email and in-app campaigns to drive product adoption. The role also involves identifying retention indicators, creating proactive customer engagement playbooks, leveraging AI for automated outreach and personalization, defining and tracking key metrics, and collaborating with Product, Marketing, and Implementation teams. Additionally, the lead will build and run scalable webinar programs to educate customers and deepen product adoption.

Requirements

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.

Nice To Haves

Experience in B2B SaaS serving SMB customers.
Experience managing offshore team members.
Background in accounting, professional services software, or fintech.

Responsibilities

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.

Benefits

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