Operations Coordinator supporting client projects, coordinating requirements and monitoring execution. Create documentation and communicate with internal teams for project success.
About the role
- VP, Customer Operations handling operational foundation of client experience at Emburse. Simplifying complexity across delivery, engagement, and renewal processes.
Responsibilities
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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