Managing Director, Strategic Account

About Karbon

Karbon is a leading provider of AI-driven practice management software built for accounting firms. Its cloud-based platform helps tens of thousands of accounting professionals improve efficiency and collaboration every day. The company serves customers in 40 countries and operates with a distributed team across the US, Australia, New Zealand, Canada, the United Kingdom, and the Philippines. Karbon is well funded, ranked number one on G2, growing quickly, and known for a people-first culture recognized through Great Place To Work® certification and inclusion on Fortune magazine’s Best Small Workplaces™ list.

Role Overview

The Managing Director, Strategic Account is responsible for the overall success of a major customer program from kickoff through go-live, Phase II, and beyond. Reporting to the CCO, this role owns the program plan, the team, the customer relationship, and delivery outcomes. It is a high-visibility assignment for a senior operator who can manage a complex, multi-workstream implementation while also leading a strategic client relationship.

Program Leadership

• Take full accountability from proof of concept through full deployment and the period after launch.
• Guide and oversee the master plan across onboarding and configuration, training and enablement, data migration, integrations, rollout execution, support, and reporting.
• Run weekly program stand-ups, steering committee meetings, and executive review sessions.
• Own issue tracking, escalation paths, and resolution management.

Customer Relationship

• Serve as the main executive contact for the customer’s leadership team throughout the engagement.
• Develop trust and alignment with sponsors, operations leaders, and office champions.
• Handle competing priorities, unclear stakeholder expectations, and scope-related conversations with confidence and structure.
• Represent Karbon’s product direction, capabilities, and commitment credibly at every level of the customer organization.

Team Leadership

• Coordinate a cross-functional Karbon team spanning Project Management, Implementation, Customer Success, Training, and Support, with involvement from Product and Engineering.
• Ensure clear ownership and smooth handoffs across the multi-office rollout for the POC and Phase II.
• Find and close resource gaps as the program expands through the June to August high-volume rollout period.

Delivery and Outcomes

• Complete go-live for all offices by the target date, with users trained, data migrated, and integrations verified before transition into Phase II.
• Maintain a live risk register and keep confidence levels across nine identified risks within acceptable limits.
• Lead post-launch health reporting through Fall 2026 and prepare the POC wrap-up deliverable for executive review.
• Define success criteria for the POC and help position the engagement for conversion to a full commercial rollout.

Candidate Profile

This position calls for a seasoned leader with strong governance, communication, and program management skills. The ideal candidate can make sound decisions in ambiguous, high-pressure situations and confidently engage both senior customers and internal teams.

Required Qualifications

• At least 10 years of experience leading complex enterprise SaaS implementations or customer success programs, including P&L or program-level ownership.
• Proven success managing multi-workstream deployments involving 100 or more end-user locations, strict deadlines, and senior customer stakeholders.
• Strong understanding of project governance, including risk management, dependency tracking, milestone reporting, and executive-level communication.
• Direct experience leading cross-functional teams and full people management responsibility across implementation, customer success, training, and support.
• History of navigating ambiguous, high-stakes situations and making effective decisions under pressure.
• Excellent communication skills, with the ability to perform well in both steering committees with strategic customers and internal team stand-ups.

Preferred Background

• Experience in practice management, accounting, or professional services technology.
• Exposure to Karbon or similar workflow and work management platforms.
• Experience with enterprise rollouts that include custom integrations and multi-tenant architectures.
• Prior work with large franchise networks or tax and accounting industry clients.

Why This Role Stands Out

This is a chance to lead one of Karbon’s most important customer programs and help shape how the company scales enterprise deployments. The role offers visibility with the CCO, sales leadership, the CEO, and program owners, along with the opportunity to build lasting impact. If you enjoy complexity, lead confidently through ambiguity, and want your work to matter, this position may be a strong fit.

Benefits and Perks

• Global exposure across Australia, New Zealand, the UK, and Canada.
• Flexible time off, with an encouraged four weeks of use each year.
• Company-paid medical coverage for you and eligible spouse/partner and dependents.
• Paid dental and vision coverage for you and eligible spouse/partner and dependents.
• 401(k) with company matching.
• Flexible spending account.
• Up to eight weeks of paid parental leave.
• Work-from-home stipend.
• Opportunity to learn from an experienced, high-performing team.
• A collaborative culture that values diversity, development, and regular feedback.
• Career growth in a fast-moving company that promotes high performers from within.

Diversity, Inclusion, and Hiring Notes

Karbon emphasizes diversity and inclusion and encourages candidates to apply even if their background does not match every requirement. Hiring decisions are based on capability and performance, and the company does not discriminate on the basis of race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion, or physical or cognitive ability. Candidates who need accommodations during recruitment or in their role may contact people.support@karbonhq.com for a confidential discussion. Agency referrals are not being accepted for this position at this time.