VP, Strategic Customer Programs

About Karbon

Karbon is a globally recognized AI-driven practice management platform built for accounting firms. Its cloud-based software helps thousands of accounting professionals collaborate more effectively and operate more efficiently every day. The company serves customers in 40 countries and operates with teams spread across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. Karbon is well capitalized, holds the #1 position on G2, is expanding quickly, and has a people-first culture backed by Great Place To Work® certification and inclusion on Fortune magazine’s Best Small Workplaces™ list.

About the Role

The VP, Strategic Customer Programs is responsible for owning the full lifecycle of a major strategic customer program. Reporting to the CCO, this leader is accountable for the plan, the team, the customer partnership, and the final outcomes from kickoff through go-live and into Phase II and later stages. The role is highly visible and high impact, and it calls for an experienced operator who can lead a complex, multi-stream initiative while also managing a senior customer relationship.

Program Leadership

• Act as the single accountable leader from proof of concept through full deployment and beyond.
• Oversee and control the master plan across onboarding and configuration, training and enablement, data migration, integrations, rollout execution, support, and reporting.
• Run weekly program stand-ups, steering committee meetings, and executive review sessions.
• Own the identification, escalation, and closure of program risks.

Customer Relationship

• Serve as the top executive contact for the customer’s leadership team throughout the engagement.
• Develop alignment and credibility with sponsors, operations leaders, and office champions.
• Handle shifting priorities, unclear stakeholder expectations, and scope discussions with confidence and clarity.
• Represent Karbon’s solution, roadmap, and commitment credibly at all levels of the customer organization.

Team Leadership

• Direct and coordinate a cross-functional Karbon team covering project management, implementation, customer success, training, and support, with additional collaboration from Product and Engineering.
• Ensure responsibilities and handoffs are clearly defined across the multi-office rollout for the POC and Phase II work.
• Spot and close resource gaps as the program expands through the June to August high-volume rollout period for the POC and Phase II.

Delivery and Outcomes

• Complete go-live for all offices on schedule, with users trained, data migrated, and integrations verified before converting to Phase II.
• Maintain an active risk register and keep confidence levels across the nine identified risks within acceptable limits.
• Continue post-go-live health reporting through Fall 2026 and prepare the POC wrap-up deliverable for executive review.
• Define the criteria for POC success and help position the engagement for conversion into a full commercial rollout.

Requirements

The ideal candidate brings more than 10 years of experience leading complex enterprise SaaS implementations or customer success programs, including accountability at the P&L or program level. You should have a strong record of managing deployments with 100+ end-user locations, aggressive timelines, and senior customer stakeholders. Deep experience in project governance is essential, including risk management, dependency tracking, milestone reporting, and executive communication. You must have led cross-functional teams directly and held full people-management responsibility across implementation, customer success, training, and support. The role also requires comfort with ambiguity, pressure, and high-stakes decision-making, along with strong communication skills in both executive forums and internal team settings.

Preferred Background

Helpful experience includes work in practice management, accounting, or professional services technology. Exposure to Karbon or a similar workflow or work management platform is an advantage. Experience with enterprise rollouts that include custom integrations and multi-tenant architecture is also valuable, as is prior work with large franchise networks or tax and accounting clients.

Why Karbon

• Work with teams across Australia, New Zealand, the UK, and Canada and gain broad international exposure.
• Flexible time off, with a recommendation to use 4 weeks each year.
• Company-paid medical coverage for you and eligible spouse/partner and dependents.
• Paid dental and vision coverage for you and eligible spouse/partner and dependents.
• 401(k) plan with company match.
• Flexible Spending Account.
• Up to 8 weeks of paid parental leave.
• Work-from-home stipend.
• Opportunity to learn from an experienced, high-performing team.
• A collaborative culture that values diversity, development, and regular feedback.
• Strong internal mobility with a focus on promoting high performers from within.

Compensation and Hiring Notes

The estimated base salary for this position is USD 220,000 to USD 250,000 per year. The final offer may vary depending on location, experience, skills, and other business needs. Compensation may also include a target bonus and, for some roles, a competitive equity grant along with generous benefits. Karbon welcomes applicants from diverse backgrounds and encourages qualified candidates to apply even if their experience does not match every listed criterion. The company also offers confidential accommodations during the recruitment process. Agency referrals are not being accepted for this position.

Additional Information

This role is intended for a leader who can help shape Karbon’s expansion into enterprise-level deployments and work closely with senior internal leaders, including the CCO, sales executives, and CEO. The company emphasizes capability, performance, inclusion, and a people-first approach.