About the Role
Karbon is seeking a seasoned VP, Strategic Customer Programs to serve as the accountable leader for the end-to-end success of our most significant enterprise engagements. Reporting directly to the Chief Customer Officer (CCO), you will own the high-stakes journey from initial proof-of-concept through to full-scale global deployment, ensuring our most strategic customers achieve transformative outcomes using our award-winning, AI-powered practice management platform.
This is a high-visibility, 'player-coach' executive role designed for a sophisticated operator who excels at navigating complex, multi-workstream programs while simultaneously cultivating deep-seated trust with C-suite stakeholders. You will lead a dedicated cross-functional team across implementation, engineering, and customer success to define the future of enterprise-tier deployments at Karbon, directly impacting our trajectory as the global leader in accounting technology.
Key Responsibilities- Program Governance: Act as the single point of accountability for the master project plan, governing workstreams across onboarding, data migration, custom integrations, and global rollout execution.
- Strategic Relationship Management: Serve as the primary executive contact for customer sponsors, navigating ambiguity and scope discussions with clarity while representing Karbon’s roadmap and vision.
- Team Leadership: Orchestrate a cross-functional squad including Project Managers, Implementation Consultants, and Support leads, ensuring clear role ownership and resource optimization during high-volume rollout windows.
- Risk Mitigation: Maintain a rigorous live risk register, proactively identifying bottlenecks and executing escalation paths to ensure program thresholds remain within acceptable parameters.
- Value Delivery: Define and track success metrics for POCs to secure full commercial conversions, producing executive-level health reporting and wrap-up deliverables through late 2026.
- Enterprise Leadership: 10+ years of experience leading complex SaaS implementations or customer success programs with full P&L or program-level accountability.
- Scale Expertise: Proven track record of managing multi-workstream deployments involving 100+ end-user locations and high-stakes, multi-tenant architectures.
- Communication Mastery: Ability to seamlessly transition from technical stand-ups with engineering teams to high-level steering committee presentations with strategic customer executives.
- Operational Rigor: Deep command of project management methodologies, including risk management, dependency tracking, and milestone reporting.
- Industry Knowledge: Preferred experience in professional services, accounting, or practice management technology, specifically dealing with large franchise networks or tax entities.
- Competitive Compensation: Base salary range of $220,000 – $250,000 USD plus potential for equity and performance-based incentives.
- Health & Wellness: Comprehensive company-paid medical, dental, and vision coverage for you and your eligible dependents.
- Flexible Culture: Flexible Time Off policy (encouraged 4 weeks per year) and 8 weeks of paid parental leave.
- Financial Future: 401(k) plan with company matching and a work-from-home stipend to optimize your remote environment.
- Growth & Impact: Join a Great Place to Work® certified organization with a people-first culture that actively promotes high performers from within.