VP, Customer Operations

Emburse•Raleigh, NC

About The Position

At Emburse, you’ll not just imagine the future – you’ll 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.

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.

Responsibilities

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.