VP, Strategic Customer Programs

Role Description

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.

• 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
  • 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.

Qualifications

• 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.

Benefits

• 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 for 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.