Implementation Team Lead

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 Work® certification and on Fortune magazine's Best Small Workplaces™ List. About the Role! Karbon is transforming how accounting firms run their practices. The Implementation Team Lead is a frontline leader who will focus on helping our Americas onboarding team deliver consistent, high-quality customer outcomes. You’ll recruit and develop talented consultants, guide customers through the change curve, and keep projects moving with the trademark Karbon mix of clarity, candor, and partnership. This role sits at the heart of customer activation—where strong leadership accelerates adoption, builds trust, and sets firms up for success. People Leadership & Team Development Partner with People & Talent and Services leadership to recruit, interview, and hire high-caliber individuals Own new-hire onboarding for the Americas team—training, shadowing, certification, and ramp to full delivery Run consistent, structured 1:1s focused on coaching, skill development, operational excellence, and performance clarity Promote Karbon’s culture of transparency, ownership, and continuous improvement—expect high standards and help the team meet them Customer Leadership & Escalation Management Oversee the active implementation portfolio for your region and ensure every firm moves through the Karbon onboarding journey with speed and with confidence Serve as the first escalation point for customer blockers—technical, operational, or change-management related. Move fast, keep customers calm, and partner cross-functionally to land solutions Guide consultants on messaging, expectation management, and how to “bring the customer along” when work gets complex Ensure every customer leaves implementation with a clear path into Customer Success and Support. Operational Excellence Monitor delivery metrics—throughput, time-to-value, sentiment, CSAT, go-live health, and utilization—and intervene early when projects drift Contribute to regional forecasting and resource planning to maintain healthy bandwidth across the team in partnership with the VP of Services and Team Lead over our partners and contractors Drive consistency in workflow setup, training paths, and methodology to maintain the Karbon implementation standard Partner with Product, Support, and Sales to share insights from the frontline and help improve internal processes and customer experience Enablement, Quality, & Methodology Conduct quality checks on customer deployments, ensuring correct use of Karbon features, best-practice workflows, and data configuration Partner with VP of Services and other Leads to keep the team current on feature releases and rollout impacts; translate product updates into implementation playbook updates Contribute to internal documentation, templates, and enablement content to strengthen team efficiency and knowledge transfer About You 3–5+ years of experience in SaaS implementation, onboarding, or professional services—accounting industry exposure is a plus Experience mentoring others; formal people leadership preferred but not required Strong project management and customer-facing problem-solving skills Ability to manage complex escalations with empathy and decisiveness Excellent communicator—clear, direct, and comfortable guiding customers through change Familiarity with process mapping, workflow design, and operational best practices Calm under pressure; thrives in fast-moving, high-expectation environments Customer-centric with