RRemoteville

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Digital Customer Success Lead

Skills
Software As A ServiceAdoptionAnalytical SkillsChannel StrategyCustomer BaseMeasurementsProduct Adoption
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • 3–6 years in customer success
  • Experience building or running a scaled digital or tech-touch CS program
  • Proven ability to design automated customer lifecycle journeys
  • Comfort using customer health data usage signals and segmentation
  • Strong written communication for customer-facing journeys and internal documentation
  • AI-first mindset with experience using AI tooling in CS workflows
  • Operational rigor with measurement set before launch
  • Collaborative low-ego approach in ambiguous environments
  • Bias for action and rapid iteration
  • Strong cross-functional instincts with Marketing Product and other partners

Nice to have

  • B2B SaaS SMB experience
  • Offshore team management
  • Accounting background
  • Professional services software background
  • Fintech background

Day to day

  • Design and own the digital-first customer success journey for SMB customers from onboarding through renewal
  • Build automated lifecycle campaigns and in-app journeys that increase product adoption and highlight value at key moments
  • Use customer health data AI tools and cross-functional collaboration to improve retention measure program impact and scale customer education

Hiring process

  • Submit a direct application
  • Email people.support@karbonhq.com for accommodations if needed