VP, Customer Operations
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Job Location:
Raleigh, WV - USA
Monthly Salary:
Not Disclosed
Posted on:
9 hours ago
Vacancies:
1 Vacancy
Job Summary
Who We Are:
At Emburse youll not just imagine the future youll build it. As a leader in travel and expense solutions we are creating a future where technology drives business value and inspires extraordinary results.
The VP Customer Operations will own and evolve the operational foundation of our end-to-end client experience across delivery engagement and renewal. This role operates at the center of a highly complex environment spanning multiple products deeply integrated systems sophisticated contractual models and nuanced performance measures.
The ideal candidate is a seasoned systems thinker who thrives in complexity has operated in PE-backed B2B SaaS environments and brings strong financial and operational discipline. This leader will partner with functional CX leaders and closely with Finance and Product teams to translate complexity into scalable repeatable and economically sound operating models.
What You Will Do
- Navigate and simplify complexity across product integrations data flows service delivery and financial reporting to supporting planning and initiative models across the Customer office functions
- Anticipate second- and third-order impacts of changes to products contracts pricing or delivery models.
- Design and govern operational execution for complex contractual structures including fixed-fee usage-based and hybrid models.
- Ensure delivery aligns tightly with contractual obligations scope SLAs and financial expectations.
- Partner with Legal and Finance to operationalize contract terms into executable delivery and measurement frameworks.
- Build operational rigor around renewal readiness in environments with complex pricing packaging and contract structures.
- Partner with Sales Customer Success and Finance to drive predictable renewals and net revenue retention.
- Ensure insights from renewals feed back into product pricing and delivery decisions.
- Define and evolve sophisticated measurement frameworks that connect client outcomes delivery effort and financial performance.
- Partner deeply with Finance on forecasting cost-to-serve margin analysis and unit economics.
- Bring clarity and discipline to KPIs incentives and operational reporting in complex environments.
- Operate with a PE mindset focused on scale efficiency predictability and value creation.
- Support strategic initiatives tied to margin expansion operational leverage and retention.
- Prepare operational models and insights for board-level and investor reporting.
- Build and lead high-performing operations teams capable of managing complexity at scale.
- Serve as a connective leader across Product Engineering Finance Legal Sales and Client Success.
- Foster a culture of accountability clarity and continuous improvement grounded in systems thinking.
What You Will Bring
- 15 years of leadership experience in B2B SaaS customer operations professional services or client experience roles.
- Proven success operating in highly complex multi-product and integrated environments.
- Experience managing complex contracts and engagement models including fixed-fee and hybrid structures.
- Direct experience partnering with Finance organizations on forecasting unit economics margin and renewals.
- Experience in private equitybacked or financially rigorous operating environments.
- Exceptional systems thinking ability with comfort managing ambiguity and interdependencies.
- Strong analytical orientation with the ability to design and evolve complex measurement frameworks.
- Executive-level communication and cross-functional influence.
- Deep operational judgment balancing client experience with financial discipline.
What Success Looks Like
- Clarity and predictability in client delivery despite underlying complexity
- Improved renewal performance across complex contracts and products
- Strong alignment between client outcomes operational effort and financial results
- Increased confidence from Finance GTM and PE stakeholders
- Scalable operating models that support growth without adding chaos
Why Emburse
Finance is changingand at Emburse were leading the way. Our AI-powered solutions help organizations eliminate inefficiencies gain real-time visibility and optimize spendso they can focus on whats next not whats slowing them down.
A Company with Momentum We serve 12M users across 120 countries helping businesses modernize
their finance operations.
A Team That Innovates Work alongside some of the brightest minds in finance tech and AI to solve real-
world challenges.
A Culture That Empowers Competitive pay flexible work and an inclusive collaborative environment that
supports your success.
A Career That Matters Your work here drives efficiency innovation and smarter financial decision-making
for businesses everywhere.
Shape your future & find whats next at Emburse.
Emburse provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Emburse complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Exec
Key Skills
- Counselling
- Commerce
- Corporate Risk Management
- F&B Management
- Jboss
- Account Opening
About Company
Control spend your expense management and corporate travel management with Emburse. Select the best expense management software for your business or organization from our list of award-winning products and software.
