VP, Strategic Customer Programs
Karbon · Remote, United States
- Remote
About the role
About Karbon
Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To Work® certification and on Fortune magazine's Best Small Workplaces™ List.
About the Role
The VP, Strategic Customer Programs is the accountable leader for the end-to-end success of a significant program for a strategic customer. Reporting directly to the CCO, this role owns the plan, the people, the customer relationship, and the outcomes from kickoff through go-live and into Phase II and beyond. This is a high-visibility, high-stakes assignment requiring a seasoned operator who can run a complex, multi-workstream program while simultaneously managing a strategic customer relationship.
Program Leadership
- Serve as the single point of accountability from the POC to full deployment and beyond.
- Drive and govern the master project plan across: Onboarding & Configuration, Training & Enablement, Data Migration, Integration, Rollout Execution, Support, and Reporting.
- Chair weekly program stand-ups, steering committee sessions, and executive check-ins.
- Own risk identification, escalation, and resolution.
Customer Relationship
- Act as the primary executive-level contact for the strategic customer stakeholders throughout the engagement.
- Build trust and alignment with project sponsors, operations leads, and office champions.
- Navigate competing priorities, stakeholder ambiguity, and scope discussions with clarity and confidence.
- Represent Karbon's capabilities, roadmap, and commitment with credibility at every level of the customer’s organization.
Team Leadership
- Lead and coordinate a cross-functional Karbon team including: Project Management, Implementation, CS, Training, and Support, with collaboration across Product and Engineering.
- Ensure clear role ownership and handoffs across the multi-office implementation for the POC and all elements of Phase II.
- Identify and resolve resource gaps as the program scales through the June–August high-volume rollout window for the POC and Phase II.
Delivery & Outcomes
- Deliver Go-Live for all offices by the target date, with users trained, data migrated, and integrations validated and converted to Phase II.
- Maintain a live risk register and ensure confidence levels across nine identified program risks remain within acceptable thresholds.
- Drive post-go-live health reporting through Fall 2026, producing the POC wrap-up deliverable for executive review.
- Define what POC success looks like and position the engagement for conversion to a full commercial deployment.
About You!
Required
- 10+ years of experience leading complex enterprise SaaS implementations or customer success programs, with P&L or program-level accountability.
- Demonstrated success managing multi-workstream deployments with 100+ end-user locations, tight deadlines, and senior customer stakeholders.
- Strong command of project governance: risk management, dependency tracking, milestone reporting, and executive communication.
- Experience directly leading and managing cross-functional teams, with full people management authority over implementation, CS, training, and support functions.
- Track record of navigating ambiguous, high-stakes situations and making sound decisions under pressure.
- Exceptional communication skills - equally effective in a steering committee with a strategic customer and an internal team stand-up.
Preferred
- Background in practice management, accounting, or professional services technology.
- Familiarity with Karbon or comparable workflow/work management platforms.
- Experience with enterprise rollouts involving custom integrations and multi-tenant architectures.
- Prior experience with large franchise networks or tax/accounting industry clients.
This is a rare opportunity to lead one of Karbon's most consequential customer programs - one that will define how we scale into enterprise-tier deployments. The Managing Director, Strategic Account will have direct visibility with the CCO, Sales executives, CEO and program ownership as well as the chance to build something that lasts. If you thrive in complexity, lead through ambiguity, and want your work to leave a mark, this role is for you.
Why Work at Karbon?
- Gain global experience across Australia, New Zealand, UK, and Canada
- Strong benefits package including:
- Flexible Time Off with an encouraged 4 weeks use per year
- Company paid medical for you and eligible spouse/partner and dependents
- Paid dental and vision and eligible spouse/partner and dependents
- 401(k) with company matching
- Flexible Spending Account
- Up to 8 weeks paid parental leave
- Work-from-home stipend
- 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
- Be part of a fast-growing company that firmly believes in promoting high performers from within
As we hire across various locations within the USA we are required by law to include a reasonable estimate of the compensation range for this role.
The range provided is broad and takes into consideration a wide range of factors that are reviewed when making a hiring decision, such as physical location/cost of living in that location, years of experience, skills, and other business needs.
It is not typical for a candidate to be hired at or near the top of the pay range and each compensation decision is dependent on each individual case. The base salary is one component of the total compensation package, which for some roles may include a target bonus, for some roles very competitive equity grant, and very generous benefits. While we believe competitive compensation is a critical aspect of you deciding to join us, we do hope you also spend time considering why our mission, purpose and values are right for you. We are creating something transformational here, and we hope you are as excited about the future as we are!
Karbon embraces diversity and inclusion, aligning with our values as a business. Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single criteria. If you've made it this far in the job description but your past experience doesn't perfectly align, we do encourage you to still apply. You could still be the right person for the role!
We recruit and reward people based on capability and performance. We don’t discriminate based on race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, physical or cognitive ability, and other diversity dimensions that may hinder inclusion in the organization.
Generally, if you are a good person, we want to talk to you. 😛
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.
At this time, we request that agency referrals are not submitted for this position. We appreciate your understanding and encourage direct applications from interested candidates. Thank you!