VP, Customer Operations
Emburse
full-time
Posted on:
Location Type: Hybrid
Location: Raleigh • North Carolina • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Own and evolve the operational foundation of our end-to-end client experience across delivery, engagement and renewal.
- 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.
- 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.
- Define and evolve sophisticated measurement frameworks that connect client outcomes, delivery effort, and financial performance.
- Support strategic initiatives tied to margin expansion, operational leverage, and retention.
Requirements
- 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 equity–backed 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.
Benefits
- Competitive pay
- Flexible work
- Inclusive, collaborative environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
B2B SaaScustomer operationsprofessional servicesclient experiencecomplex contractsengagement modelsfinancial forecastingunit economicsmargin expansionmeasurement frameworks
Soft skills
leadershipsystems thinkinganalytical orientationexecutive-level communicationcross-functional influenceoperational judgmentmanaging ambiguityinterdependencies