VP Strategic Customer Programs

Karbon

📍 Chicago, Chicago, Illinois, United States

📋 Descripción

About Karbon Karbon is the global leader in AI-powered practice management software for accounting firms. We provide an award-winning cloud platform that helps tens of thousands of accounting professionals work more efficiently and collaboratively every day. With customers in 40 countries, we have grown into a globally distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. We are well-funded, ranked #1 on G2, growing rapidly, and have a people-first culture that is recognized with Great Place To WorkÂ® certification and on Fortune magazine's Best Small Workplacesâ¢ List. 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 <ul><li>Serve as the single point of accountability from the POC to full deployment and beyond.</li><li>Drive and govern the master project plan across: Onboarding & Configuration, Training & Enablement, Data Migration, Integration, Rollout Execution, Support, and Reporting.</li><li>Chair weekly program stand-ups, steering committee sessions, and executive check-ins.</li><li>Own risk identification, escalation, and resolution. </li></ul>Customer Relationship <ul><li>Act as the primary executive-level contact for the strategic customer stakeholders throughout the engagement.</li><li>Build trust and alignment with project sponsors, operations leads, and office champions.</li><li>Navigate competing priorities, stakeholder ambiguity, and scope discussions with clarity and confidence.</li><li>Represent Karbon's capabilities, roadmap, and commitment with credibility at every level of the customerâs organization. </li></ul>Team Leadership <ul><li>Lead and coordinate a cross-functional Karbon team including: Project Management, Implementation, CS, Training, and Support, with collaboration across Product and Engineering.</li><li>Ensure clear role ownership and handoffs across the multi-office implementation for the POC and all elements of Phase II.</li><li>Identify and resolve resource gaps as the program scales through the JuneâAugust high-volume rollout window for the POC and Phase II. </li></ul>Delivery & Outcomes <ul><li>Deliver Go-Live for all offices by the target date, with users trained, data migrated, and integrations validated and converted to Phase II.</li><li>Maintain a live risk register and ensure confidence levels across nine identified program risks remain within acceptable thresholds.</li><li>Drive post-go-live health reporting through Fall 2026, producing the POC wrap-up deliverable for executive review.</li><li>Define what POC success looks like and position the engagement for conversion to a full commercial deployment. </li></ul>About You! Required <ul><li>10+ years of experience leading complex enterprise SaaS implementations or customer success programs, with P&L or program-level accountability.</li><li>Demonstrated success managing multi-workstream deployments with 100+ end-user locations, tight deadlines, and senior customer stakeholders.</li><li>Strong command of project governance: risk management, dependency tracking, milestone reporting, and executive communication.</li><li>Experience directly leading and managing cross-functional teams, with full people management authority over implementation, CS, training, and support functions.</li><li>Track record of navigating ambiguous, high-stakes situations and making sound decisions under pressure.</li><li>Exceptional communication skills - equally effective in a steering committee with a strategic customer and an internal team stand-up. </li></ul>Preferred <ul><li>Background in practice management, accounting, or professional services technology.</li><li>Familiarity with Karbon or comparable workflow/work management platforms.</li><li>Experience with enterprise rollouts involving custom integrations and multi-tenant architectures.</li><li>Prior experience with large franchise networks or tax/accounting industry clients. </li></ul>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