VP Strategic Customer Programs

Role Overview

The VP, Strategic Customer Programs is the accountable executive leader for the end-to-end success of a major strategic customer program at Karbon. Reporting to the CCO, the role owns the plan, the people, the customer relationship, and program outcomes from kickoff through go-live and into Phase II and beyond.

Responsibilities

Program Leadership

• Act as the single point of accountability from POC to full deployment and beyond.
• Lead 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
  • Executive check-ins
• Identify, escalate, and resolve risks.

Customer Relationship

• Serve as the primary executive contact for 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.
• Represent Karbon’s capabilities, roadmap, and commitment across the customer organization.

Team Leadership

• Lead and coordinate a cross-functional Karbon team (Project Management, Implementation, CS, Training, Support) with collaboration across Product and Engineering.
• Ensure clear role ownership and handoffs across a multi-office implementation for POC and Phase II.
• Resolve resource gaps as the program scales through the June–August high-volume rollout window.

Delivery & Outcomes

• Deliver go-live for all offices by the target date with users trained, data migrated, and integrations validated.
• Maintain a live risk register and keep confidence levels within acceptable thresholds across nine program risks.
• Drive post-go-live health reporting through Fall 2026, including a POC wrap-up deliverable for executive review.
• Define POC success criteria and position the engagement for conversion to full commercial deployment.

Requirements

• 10+ years leading complex enterprise SaaS implementations or customer success programs, with P&L or program-level accountability.
• Proven ability managing multi-workstream deployments with 100+ end-user locations, tight deadlines, and senior customer stakeholders.
• Strong project governance: risk management, dependency tracking, milestone reporting, and executive communication.
• Demonstrated experience leading cross-functional teams with full people-management authority across implementation/CS/training/support.
• Track record navigating ambiguous, high-stakes situations and making sound decisions under pressure.
• Exceptional communication skills across executive steering committees and internal stand-ups.

Preferred

• Background in practice management, accounting, or professional services technology.
• Familiarity with Karbon or comparable workflow/work management platforms.