VP Strategic Customer Programs

Karbon is a global leader in AI-powered practice management software for accounting firms, providing a cloud platform that enhances efficiency and collaboration for accounting professionals worldwide.

Location: Remote (US)

Salary: $220,000–$250,000 USD

Responsibilities

• 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.
• 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.
• 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.
• 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.

Requirements

• 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.

Benefits

• 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.

Additional Information

• This is a rare opportunity to lead one of Karbon's most consequential customer programs.
• The Managing Director, Strategic Account will have direct visibility with the CCO, Sales executives, CEO and program ownership.
• If you thrive in complexity, lead through ambiguity, and want your work to leave a mark, this role is for you.
• The estimated base salary range for this role is: $220,000 USD - $250,000 USD.
• Karbon embraces diversity and inclusion, encouraging candidates from underrepresented groups to apply.
• We recruit and reward people based on capability and performance, without discrimination.