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Digital Customer Success Lead
Skills
Software As A ServiceAdoptionAnalytical SkillsChannel StrategyCustomer BaseMeasurementsProduct Adoption
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
- Experience designing automated customer lifecycle journeys
- Comfort working with customer health data usage signals and segmentation
- Strong written communication skills for customer-facing and internal copy
- AI-first mindset with proven use of AI tooling in CS workflows
- Operational rigor with measurement defined before launch
- Collaborative low-ego approach in ambiguous environments
- Bias for action and rapid testing mindset
- Strong cross-functional instincts with Marketing Product and other partners
Nice to have
- B2B SaaS SMB experience
- Offshore team management
- Accounting or fintech background
Day to day
- Design and own the digital customer journey for SMB customers from onboarding through renewal with automated touchpoints and health-based interventions
- Build lifecycle email and in-app campaigns that increase product adoption and deliver value at the right moments using behavioral signals
- Create scalable programs webinars and proactive playbooks that improve retention deepen engagement and support efficient customer success operations
- Measure program performance clearly track metrics and iterate quickly using customer health data usage insights and AI-powered tools
Hiring process
- Apply directly through Karbon
- Interview process with the hiring team
- Discuss experience and fit with cross-functional partners