VP, Customer Operations

Who We Are:

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.

• 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.

• 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.

• 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 changing—and at Emburse, we’re leading the way. Our AI-powered solutions help organizations eliminate inefficiencies, gain real-time visibility, and optimize spend—so they can focus on what’s next, not what’s 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 what’s 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 genetics. In 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.