VP, Strategic Customer Programs

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of accountability from the Point of Contact (POC) through to full deployment and beyond.

• Drive and oversee the master project plan, which includes Onboarding & Configuration, Training & Enablement, Data Migration, Integration, Rollout Execution, Support, and Reporting.

• Lead weekly program stand-ups, steering committee meetings, and executive check-ins.

• Manage risk identification, escalation, and resolution processes.

• Serve as the main executive-level liaison for strategic customer stakeholders throughout the engagement.

• Foster trust and alignment with project sponsors, operations leads, and office champions.

• Skillfully navigate competing priorities, stakeholder ambiguity, and scope discussions with clarity and assurance.

• Represent Karbon's capabilities, roadmap, and commitment credibly at every level of the customer's organization.

• Direct and coordinate a cross-functional Karbon team, which includes Project Management, Implementation, Customer Success, Training, and Support, while collaborating with Product and Engineering teams.

• Ensure clear ownership of roles and handoffs across the multi-office implementation for the POC and all components of Phase II.

• Identify and address resource gaps as the program expands through the June–August high-volume rollout period for the POC and Phase II.

• Achieve Go-Live for all offices by the target date, ensuring users are trained, data is migrated, and integrations are validated and transitioned to Phase II.

• Maintain an active risk register and ensure that confidence levels across nine identified program risks stay within acceptable limits.

• Lead post-go-live health reporting until Fall 2026, delivering the POC wrap-up report for executive evaluation.

• Define the criteria for POC success and strategically position the engagement for transition to a complete commercial deployment.

⛳️ Requirements

• Over 10 years of experience in leading intricate enterprise SaaS implementations or customer success initiatives, with accountability for P&L or program-level outcomes.

• Proven success in managing multi-workstream deployments involving more than 100 end-user locations, stringent deadlines, and senior customer stakeholders.

• Strong expertise in project governance, including risk management, dependency tracking, milestone reporting, and executive-level communication.

• Experience in directly leading and managing cross-functional teams, possessing full authority over implementation, customer success, training, and support functions.

• A track record of effectively navigating ambiguous, high-stakes situations and making informed decisions under pressure.

• Exceptional communication skills, equally effective in a steering committee with strategic customers and in internal team stand-ups.

🏝️ Benefits

• Flexible Time Off with a recommended usage of 4 weeks per year.

• Company-paid medical coverage for you, your eligible spouse/partner, and dependents.

• Paid dental and vision coverage for you and your eligible spouse/partner and dependents.

• 401(k) plan with company matching contributions.

• Flexible Spending Account available.

• Up to 8 weeks of paid parental leave.

• Work-from-home stipend provided.