Why This Job is Featured on The SaaS Jobs
Implementation leadership is a pivotal function in SaaS because it sits between product capability and realized customer value. This Team Lead role is notable for its focus on customer activation in the Americas, where onboarding quality, time to value, and escalation handling directly influence retention and expansion. The remit also signals a services organization that treats implementation as an operational discipline, with defined methodology, portfolio oversight, and tight coordination across Sales, Support, and Product.
For a SaaS career, the role builds durable experience in the mechanics of post sale delivery at scale. Ownership of delivery metrics such as throughput, go live health, utilization, and sentiment strengthens an operator’s toolkit for running repeatable onboarding motions. The emphasis on translating feature releases into playbooks also develops a valuable bridge skill between product change and customer adoption, a common inflection point in subscription businesses.
This position suits professionals who enjoy leading from the front, balancing coaching with clear performance expectations, and staying close to customer outcomes. It will fit someone motivated by structured processes, comfortable navigating complex escalations, and interested in shaping how a SaaS company standardizes implementation as it grows.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 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
Bonus points if you have:
- 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.
Why work at Karbon?
- Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines
- Excellent benefits package including:
- 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
