Implementation Team Lead

Karbon

7d•$100,000 - $115,000•Remote

About The Position

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.

Requirements

3–5+ years of experience in SaaS implementation, onboarding, or professional services
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 a knack for simplifying complexity
Takes ownership, leans into accountability, and invites the same from the team
Coaches with empathy but doesn’t shy away from tough conversations
Loves building—people, processes, and operational discipline

Nice To Haves

Accounting industry exposure is a plus
Experience in the accounting or tax industry.
Previous experience with workflow, accounting, or project management software.
Background in software onboarding or enterprise implementations.
Knowledge of change management frameworks.
Experience in a startup or high-growth SaaS environment.
Deep knowledge and hands-on experience using Karbon.

Responsibilities

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
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.
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
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

Benefits

Paid Flexible Time Off with an encouraged 3 weeks use per year
Company paid medical for you and eligible spouse/partner and dependents
Company paid dental and vision and eligible spouse/partner and dependents
Fully company funded short and long term disability
Fully company paid life insurance
401(k) with company matching
Flexible Spending Account
Up to 8 weeks paid parental leave
Work-from-home stipend
Work with (and learn from) an experienced, high-performing team
A collaborative, team-oriented culture that embraces diversity, invests in development and provides consistent feedback
Be part of a fast-growing company that firmly believes in promoting high performers from within