Role Description We are looking for a Platform Implementation Manager to lead and develop a team of Platform Implementation Supervisors while driving implementation strategy and operational excellence across our SMB merchant portfolio. - Oversee onboarding performance, improve processes at scale, lead strategic initiatives, and partner closely with Product, Sales, Account Management, Engineering, Support, and Operations teams. - Report to the Senior Manager, Merchant Success Operations and work within the Commerce Platform organization. - Lead and develop a team of Platform Implementation Supervisors through coaching, performance management, and career development. - Own implementation strategy and execution across SMB merchant onboarding programs. - Drive operational excellence through forecasting, staffing strategy, KPI ownership, and process improvements. - Identify and execute initiatives that improve implementation efficiency and merchant experience. - Serve as a senior escalation point for complex onboarding situations. - Partner cross-functionally to improve workflows, influence product direction, and align on organizational priorities. - Build scalable systems, processes, and tools that support growth. - Analyze trends and leverage data to make informed decisions. Qualifications - Bachelor's degree or equivalent experience. - 7–10+ years of professional experience in implementation, onboarding, customer success, operations, consulting, or related fields. - 3–5+ years of people leadership experience, including leading leaders. - Experience building, scaling, and improving operational processes. - Strong analytical and problem-solving abilities. - Strong cross-functional leadership experience. - Ability to prioritize effectively in ambiguous and fast-paced environments. - Excellent written and verbal communication skills. - Strong customer-first mindset. Requirements - We expect this position to be filled by 7/26/26. Benefits - Comprehensive benefits package to all regular employees. - 401(k) plan with employer matching. - 16 weeks of paid parental leave. - Wellness benefits. - Commuter benefits match. - Paid time off and paid sick leave in compliance with applicable laws. - Medical, dental, and vision benefits. - 11 paid holidays. - Disability and basic life insurance. - Family-forming assistance. - Mental health program. - Flexible paid time off/vacation for salaried roles. - Vacation and paid sick time accrual for hourly roles.

• Lead software implementation for mid-size EDI integration projects within the B2B Gateway platform • Serve as the primary point of contact for customers during implementation, managing the full project lifecycle from intake through go-live with greater autonomy • Manage a portfolio of 20–30 concurrent projects and clients with minimal supervision, completing a minimum of 5 projects per month • Coordinate activities across customers, trading partners, and internal teams — including the mapper team — to ensure timely delivery • Facilitate EDI and integration testing, including troubleshooting mapping changes through our in-house project management system • Configure solutions to meet nuanced business requirements and validate functionality for Tier 2 and Tier 3 customers • Conduct phone calls and facilitate weekly or bi-weekly customer status meetings • Proactively identify and resolve implementation issues; escalate only when necessary • Act as a liaison between internal teams and external stakeholders to ensure timely project completion • Prioritize tasks effectively to meet customer expectations and aggressive timelines • Provide proactive status updates and maintain accurate project data in our project management tools • Assist in mentoring Level I specialists and contribute to process improvements based on hands-on experience • Flex into the support queue during low-volume implementation periods to support the broader team

• Own the customer implementation journey: Manage end-to-end implementation projects for small to mid-sized accounts, building and maintaining project plans, tracking milestones, and ensuring deliverables are completed on time, escalating complexity as needed. • Communicate across multiple stakeholders: Partner primarily with firm administrators and key users to align priorities, clarify responsibilities, and maintain momentum throughout the implementation. • Facilitate structured onboarding: Lead kickoff meetings, configuration sessions, and training sessions using established frameworks and playbooks, adapting delivery to customer needs. • Provide professional guidance: Guide customers on Karbon best practices for workflow setup and day-to-day usage, helping firms establish efficient and repeatable processes. • Coach through change management: Help customers prepare their teams for new processes, reinforce adoption, and address common questions or resistance during implementation. • Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness. • Identify and mitigate risks: Monitor project progress and flag potential delays or adoption challenges early, escalating risks to senior team members when appropriate. • Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback. • Deliver measurable value: Help customers achieve early wins and milestones that demonstrate value and set the foundation for long-term success with Karbon. • Use AI in day-to-day implementation work, including ChatGPT licenses and AI-driven workflow automations, to support project planning, customer communications, and process optimization.

Role Description As an Implementation Specialist, you will lead customers through onboarding, data migration, implementation, and training for small to mid-sized firms. You’ll act as a trusted partner during the implementation phase, supporting customers as they adopt Karbon and ensuring they achieve rapid time-to-value and long-term success on the Karbon platform. - Own the customer implementation journey: Manage end-to-end implementation projects for small to mid-sized accounts, building and maintaining project plans, tracking milestones, and ensuring deliverables are completed on time, escalating complexity as needed. - Communicate across multiple stakeholders: Partner primarily with firm administrators and key users to align priorities, clarify responsibilities, and maintain momentum throughout the implementation. - Facilitate structured onboarding: Lead kickoff meetings, configuration sessions, and training sessions using established frameworks and playbooks, adapting delivery to customer needs. - Provide professional guidance: Guide customers on Karbon best practices for workflow setup and day-to-day usage, helping firms establish efficient and repeatable processes. - Coach through change management: Help customers prepare their teams for new processes, reinforce adoption, and address common questions or resistance during implementation. - Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness. - Identify and mitigate risks: Monitor project progress and flag potential delays or adoption challenges early, escalating risks to senior team members when appropriate. - Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback. - Deliver measurable value: Help customers achieve early wins and milestones that demonstrate value and set the foundation for long-term success with Karbon. - Use AI in day-to-day implementation work, including ChatGPT licenses and AI-driven workflow automations, to support project planning, customer communications, and process optimization. Qualifications - You have 2-4+ years of experience in B2B SaaS Implementations. - You have experience with end-to-end technical implementations. - You are comfortable managing multiple customer projects simultaneously with clear priorities and organization. - You enjoy customer-facing work and are confident in facilitating meetings and training sessions with administrators and end users. - You have strong communication and presentation skills and can translate technical concepts into clear, actionable guidance. - You are consultative and curious, open to feedback, and eager to grow your implementation and advisory skills. - You have strong attention to detail and pride yourself on accuracy and follow-through. - You enjoy working with data and systems, ensuring integrity throughout migrations and configuration. - You are adaptable and resilient, thriving in environments where processes and priorities continue to evolve. Requirements - 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. Benefits - Gain global experience across the USA, Australia, New Zealand, UK, Canada and the Philippines. - 4 weeks annual leave plus 5 extra "Karbon Days" off a year. - Flexible working environment. - Work with (and learn from) an experienced, high-performing team. - Be part of a fast-growing company that firmly believes in promoting high performers from within. - A collaborative, team-oriented culture that embraces diversity, invests in development, and provides consistent feedback. - Generous parental leave.