VP Strategic Customer Programs

About The Role

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. This is a high-visibility, high-stakes assignment requiring a seasoned operator who can run a complex, multi-workstream program while simultaneously managing a strategic customer relationship.

Program Leadership

• 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.

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.

About You!

Required

• 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.

This is a rare opportunity to lead one of Karbon's most consequential customer programs - one that will define how we scale into enterprise-tier deployments. The Managing Director, Strategic Account will have direct visibility with the CCO, Sales executives, CEO and program ownership as w