Karbon
Digital Customer Success Lead
Remote, United States
Sponsorship not specified$120k-$130kDetected 2 days ago
Cloud PlatformsAccountingCustomer SuccessResearchCommunication
About the role
- This includes automated lifecycle journeys, scalable adoption programs, and AI-powered interventions.
- Instrument everything - define the metrics, track what's working, and report clearly on program performance and segment health.
Responsibilities
- You will design and operate the digital-first success motion for our SMB segment.
- This is a hands-on role at a company that moves fast - expect to build, measure, iterate, and own outcomes.
- Demonstrated experience designing automated customer lifecycle journeys - you've built one before and can build one again.
- 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.
Nice to have
- Experience managing offshore team members.
- Background in accounting, professional services software, or fintech.
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- 401(k) with company matching
- 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
Skills
- About Karbon
- Karbon is the global leader in AI-powered practice management software for accounting firms.
- Leverage AI tools to automate outreach, personalize communication at scale, and improve the efficiency of the digital CS motion.
Compensation
- $120,000 - $130,000 USD
- Paid Flexible Time Off with an encouraged 3 weeks use per year
Benefits
- 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.
- Comfort working with customer health data, usage signals, and segmentation to drive program design decisions.
- Bonus Points if you have:
Company info
- Identify the leading indicators of retention in this segment and create proactive playbooks that engage our customers.
- Work cross-functionally with Product, Marketing, and Implementation to align messaging, timing, and channel strategy for SMB customers.
- Experience in B2B SaaS serving SMB customers.
- Build and run scalable webinar programs that educate customers and deepen product adoption across our customer base.
Equal opportunity
- Karbon embraces diversity and inclusion, aligning with our values as a business.
This listing is sourced directly from Karbon's careers page and normalized into a canonical job model.