Digital Customer Success Lead

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Karbon

WebsiteLinkedInAll Job Openings

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🤝 B2B

💰 $66M Series B on 2022-02

SaaS • Enterprise • B2B

Karbon is a leading collaborative practice management platform designed specifically for accounting firms. It enhances visibility and control over firm operations, automates tasks, and standardizes processes to increase efficiency and productivity. Karbon integrates artificial intelligence to automate tasks, speeding up workflows and strengthening team collaboration. It offers features such as team collaboration, workflow automation, project management, and email management, along with client and document management solutions. The platform serves small to large firms and enterprises, including private equity and M&A, providing enterprise-grade security, a client portal, eSignatures, and integrations with popular apps. Karbon aims to unite accounting teams in a single platform, improving collaboration and operational efficiency. Designed to save resources and time, the software claims to save every employee an average of 18. 5 hours per week, according to customer surveys. With a focus on automation, connectivity, and control, Karbon consistently ranks as a leader in accounting practice management software.

📋 Description

• 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.

🎯 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.

🏖️ 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