Digital Customer Success Lead

Karbon

Digital Customer Success Lead at Karbon focusing on building the digital customer journey for SMB segments. Leading initiatives for automated customer lifecycle management using AI tools.

Posted 7/16/2026full-timeRemote • 🇨🇦 CanadaSenior💰 CA$117,000 - CA$150,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and managing automated customer lifecycle journeys, leveraging AI tools for personalized communication and program efficiency. Strong ability to analyze customer health data and usage signals to drive engagement and retention strategies.

Highest-signal resume keywords

Customer Success ManagementAutomated Customer Lifecycle DesignAI Tool UtilizationData Analysis and SegmentationCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey DesignLifecycle Email CampaignsBehavioral AnalysisHealth Score TrackingProgram Performance Metrics

Soft Skills

Strong Written CommunicationCollaborative MindsetBias for ActionAdaptability in Ambiguous Environments

Tools & Technologies

AI Tools for OutreachEmail Marketing PlatformsWebinar SoftwareCustomer Health Data Systems

Industry Keywords

Digital Customer SuccessSMB SegmentCustomer Retention StrategiesProactive Playbooks

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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