VP Strategic Customer Programs
WFA Digital Insight
The demand for experienced professionals in strategic customer programs has skyrocketed, with a 25% increase in job postings in the last year alone. As companies like Karbon continue to grow and expand their global reach, the need for seasoned operators who can navigate complex, high-stakes assignments has never been greater. With its people-first culture and award-winning cloud platform, Karbon stands out as a leader in the industry. Before applying, candidates should be prepared to showcase their ability to drive multi-workstream deployments, manage risk, and build strong customer relationships.
Job Description
About the Role
The VP Strategic Customer Programs is a high-visibility, high-stakes role that requires a seasoned operator to lead the end-to-end success of a significant program for a strategic customer. This role entails managing a complex, multi-workstream program while simultaneously building and maintaining a strong customer relationship. The ideal candidate will have a proven track record of delivering results in fast-paced, dynamic environments and will be comfortable navigating ambiguity and competing priorities.The VP Strategic Customer Programs will report directly to the CCO and will own the plan, people, customer relationship, and outcomes from kickoff through go-live and into Phase II and beyond. This role requires exceptional communication skills, the ability to make sound decisions under pressure, and a strong command of project governance.
As a key member of the Karbon team, the VP Strategic Customer Programs will work closely with cross-functional teams, including project management, implementation, customer success, training, and support. The ideal candidate will have experience leading and managing teams, as well as a strong understanding of the technology industry and the needs of strategic customers.
What You Will Do
- Serve as the single point of accountability for the program, from kickoff to go-live and beyond
- Drive and govern the master project plan, including onboarding, configuration, training, 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
- 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
- Lead and coordinate a cross-functional Karbon team, including project management, implementation, customer success, training, and support
- Ensure clear role ownership and handoffs across the multi-office implementation
- Identify and resolve resource gaps as the program scales
What We Are Looking For
- 10+ years of experience leading complex enterprise SaaS implementations or customer success programs
- Demonstrated 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 over implementation, customer success, training, and support functions
- Track record of navigating ambiguous, high-stakes situations and making sound decisions under pressure
- Exceptional communication skills, with the ability to communicate effectively with both internal teams and external customers
- Strong understanding of the technology industry and the needs of strategic customers
- Experience with practice management, accounting, or professional services technology is preferred
Nice to Have
- Background in cloud-based software implementations
- Experience with agile project management methodologies
- Familiarity with Karbon or comparable workflow/work management platforms
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a globally distributed team
- Collaborative, people-first culture
- Professional development and growth opportunities
- Flexible work arrangements, including remote work options
- Access to the latest technology and tools
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Generous paid time off and holiday schedule
How to Stand Out
- Be prepared to showcase your experience with complex SaaS implementations and customer success programs
- Highlight your ability to navigate ambiguity and make sound decisions under pressure
- Emphasize your strong communication skills and experience working with cross-functional teams
- Make sure your resume and cover letter are tailored to the specific requirements of the role
- Research the company culture and values to demonstrate your fit with the organization
- Prepare to discuss your experience with project governance, risk management, and executive communication
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