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VP, Strategic Customer Programs

6 hours, 53 minutes ago
United States
Full-time
Executive
Customer Success Manager
Project and Program Management
Apply Now
Karbon

Karbon

Karbon offers a collaborative practice management platform designed specifically for accounting firms, enabling them to manage workflows, enhance team communication, and deliver high-quality client services efficiently, regardless of their team's locat...

Diversified Financial Services
51-250
Founded 2014
$102M raised
View All Jobs 4

Description

  • Serve as the single point of accountability for the strategic customer program from proof of concept through full deployment and beyond.
  • Drive and govern the master project plan across onboarding, configuration, training, enablement, data migration, integrations, rollout execution, support, and reporting.
  • Chair weekly program stand-ups, steering committee meetings, and executive check-ins.
  • Own risk identification, escalation, tracking, and resolution throughout the engagement.
  • Act as the primary executive-level contact for customer stakeholders and maintain alignment with sponsors, operations leads, and office champions.
  • Lead and coordinate a cross-functional Karbon team spanning Project Management, Implementation, Customer Success, Training, and Support, with collaboration from Product and Engineering.
  • Ensure clear role ownership and handoffs across the multi-office implementation and Phase II workstreams.
  • Resolve resource gaps and delivery issues as the program scales through the rollout window.
  • Deliver go-live for all offices by the target date with trained users, migrated data, validated integrations, and Phase II conversion readiness.
  • Define POC success criteria and support post-go-live health reporting and executive wrap-up deliverables.

Requirements

  • 10+ years of experience leading complex enterprise SaaS implementations or customer success programs with P&L or program-level accountability.
  • Proven success managing multi-workstream deployments with 100+ end-user locations, tight deadlines, and senior customer stakeholders.
  • Strong command of project governance, including risk management, dependency tracking, milestone reporting, and executive communication.
  • Experience directly leading and managing cross-functional teams with full people management authority across implementation, customer success, training, and support.
  • Track record of navigating ambiguous, high-stakes situations and making sound decisions under pressure.
  • Exceptional communication skills for both executive steering committees and internal team stand-ups.
  • Background in practice management, accounting, or professional services technology is preferred.
  • Familiarity with Karbon or similar workflow/work management platforms is preferred.
  • Experience with enterprise rollouts involving custom integrations and multi-tenant architectures is preferred.
  • Prior experience with large franchise networks or tax/accounting industry clients is preferred.

Benefits

  • Estimated base salary range of $220,000 to $250,000 USD.
  • Flexible Time Off with an encouraged four weeks of use per 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) with company matching.
  • Flexible Spending Account.
  • Up to 8 weeks of paid parental leave.
  • Work-from-home stipend.

Interested in this position?

Apply directly on the company website

Apply Now

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