Finance Director - Success & Ops

About ESO

ESO is a fast-paced data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today's EMS agencies, fire departments, and hospitals. We're small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customer out of our hubs in the US, Canada, Northern Ireland, Czechia and Costa Rica.

At ESO, we believe in bringing your true self to work every single day. Are you ready to make a difference?

The Opportunity

We're building a best-in-class Finance Business Partner organization, and this is a rare opportunity to be a founding member of our team. Reporting to the VP of Strategic Finance, you'll serve as the dedicated finance partner to our Chief Operating Officer and the Customer Support and Implementation teams - becoming the trusted advisor who helps optimize how we deliver value to customers profitably and efficiently.

This isn't a traditional finance role where you simply report numbers. You'll be the architect of our operational cost model - building the frameworks that allow us to understand product-level profitability, customer P&Ls, and the true economics of how we support and implement our solutions. You'll partner closely with operational leaders to transform time tracking data into actionable insights about resource allocation, capacity planning, and service deliver efficiency.

We're becoming an AI-first finance team. We're actively leveraging cutting-edge technology and forward-looking thinking to transform how we operate- automating repetitive work, building predictive models, and freeing up our time to focus on high-value strategic thinking. If you're excited about being at the forefront of how AI is reshaping modern finance, you'll thrive here.

If you've been looking for a role where you can bring financial discipline and insight to complex service delivery operations - where you're not just tracking costs but fundamentally reshaping how we understand and improve our business- this is it.

What You'll Own

Operational Financial Architecture

• Build and own comprehensive cost models that allocate support and implementation expenses by product, customer, and service type - creating the foundation for true customer P&L analysis.
• Develop sophisticated time tracking and resource allocation frameworks that capture how teams spend their time, enabling accurate product-level support cost analysis.
• Create customer P&L models that combine revenue, cost-to-serve, and implementation costs to understand profitability at the customer and segment level.
• Partner with operational leaders to instrument and measure the key cost drivers of service delivery, building the data infrastructure needed for informed decision-making.
• Drive the business toward activity-based costing and profitability insights that inform pricing, packaging, and resource allocation decisions.

Operational & Support Partnership

• Serve as the strategic finance partner to the COO, Customer Support leadership, and implementations leadership - becoming their go-to advisor for all financial and operational performance questions.
• Build trusted relationships by combining deep financial expertise with genuine curiosity about how service delivery and customer success operations work.
• Translate operational metrics (ticket volume, resolution time, CSAT, implementation duration, resource utilization, etc.) into financial implications and strategic insights.
• Partner with operations leaders on capacity planning, headcount modeling, and span of control optimization to ensure teams are appropriately resourced.
• Collaborate on process improvement initiatives, quantifying the ROI of automation, tool investments, and operational efficiency programs.

Operational Metrics & Performance Management

• Become fluent in the operational metrics that drive Support and Implementation performance - understanding leading indicators, benchmarks, and what "good" looks like.
• Develop financial dashboards and KPIs that connect operational efficiency to financial outcomes (cost per ticket, cost per implementation, labor utilization, etc.)
• Build forecasting models for support and implementation costs based on customer growth, product mix, and service level commitments
• Conduct deep-dive analyses on cost drivers, identifying opportunities to improve margins through operational leverage, automation, or process redesign.
• Track and report on key metrics including customer health scores, support costs as a % of revenue, implementation success rates, and team productivity.

Business Planning & Forecasting

• Lead the annual operating plan (AOP) process for Operations and Support, partnering with leaders to build bottoms-up plans that balance customer experience with cost efficiency.
• Drive monthly forecasting for support and implementation expenses, with a focus on understanding variances driven by volume, staffing or productivity changes.
• Own the quarterly re-forecast process, ensuring leadership has real-time visibility into operational performance and cost trajectory.
• Develop scenario models that show the impact of different growth rates, support tier strategies, or implementation approaches on profitability.
• Create hiring and capacity plans that align resource additions with customer growth, product launches, and strategic priorities.

Investment Optimization & Business Case Analysis

• Lead financial analysis for operational initiatives including tool implementations, automation projects, process redesigns, and organizational structure changes
• Build business cases and ROI models for investments in customer success platforms, ticketing systems, knowledge management tools, and AI-powered support solutions.
• Evaluate make vs. buy decisions for support and implementation services, including offshore/nearshore staffing strategies.
• Quantify the financial impact of customer experience improvements, helping leaders understand the trade-offs between service levels and cost.
• Champion data-driven decision-making, helping operational teams move from gut feel to evidence-based planning.

Executive Communication & Reporting

• Prepare and present operational performance updates for executive leadership, Board of Directors, and investors with clarity and confidence.
• Translate complex operational data into compelling narratives that non-finance audiences can understand and act on.
• Proactively surface risks to cost targets or efficiency metrics, bringing forward-looking insights that allow leaders to course-correct early.
• Partner with the broader FP&A team to ensure consistency in messaging and alignment across the organization

Who You Are

The Foundation

• 7 - 10 years of progressive finance experience with deep expertise in FP&A supporting Operations, Customer Support, or Professional Services organizations at SaaS or subscription-based businesses.
• Operational finance expertise required - you've built cost allocation models, implemented time tracking systems, analyzed service delivery efficiency, and understand the economics of customer support and implementations.
• Private equity-back or high-growth company experience strongly preferred - you understand the rigor and pace of PE-backed environments and have experience meeting aggressive growth and profitability targets.
• Experience building toward or managing customer P&Ls -you understand the components of customer profitability and how to create actionable insights from customer-level economics.
• Fluency in operational metricsfor support and service delivery organizations - you understand concepts like utilization, cost-to-serve, ticket velocity, implementation cycle time, and customer health.
• Bachelor's degree required:MBA preferred but not required
• Expert-level proficiency in Excel and financial modeling- you can build complex cost allocation models, resource planning tools, and scenario analyses from scratch.
• Experience with modern FP&A tools such as Adaptive Planning, Anaplan, NetSuite, PowerBI, Tableau, or similar platforms.
• Familiarity with operational systems such as ZenDesk, ServiceNow, Gainsight, Jira, or other ticketing and project management tools, and how to extract financial insights from operational data.

The Differentiators

• Operational finance expert: You don't just track headcount and expenses - you understand how operations actually work and can model the drivers of service delivery costs.
• Customer P&L mindset:You think it terms of customer-level economics and understand how to allocate shared costs to create actionable profitability insights.
• AI-forward mindset:You're energized by technology's potential to transform finance - whether that's leveraging AI tools to accelerate analysis, building predictive models, or reimagining processes to eliminate manual work.
• Business partner DNA:You build genuine relationships with operational teams by being curious, responsive and focused on helping them improve - not just cutting costs.
• Strategic thinker with analytical rigor:You can zoom out to advise on organizational design and zoom in to debug a time tracking allocation formula.
• Influential communicator:You tailor your message to your audience and have a track record of influencing senior leaders through data-driven storytelling.
• Process improvement orientation: You naturally see opportunities to make things better, faster, and more efficient - and can quantify the value of those improvements.
• Self-starter mentality:You manage competing priorities seamlessly, anticipate needs before being asked, and deliver high-quality work independently.
• Collaborative team player:You build bridges across teams, share knowledge generously, and elevate those around you.

The X-Factor

The best Operations & Support Finance partners we've worked with share a common trait: they're as interested in improving customer outcomes as they are in managing costs. They geek out on understanding why some implementations take twice as long as others, what drives support ticket volume by product, and how to measure the ROI of a new knowledge base. If that sounds like you, we want to talk.

Why ESO ?

Impact

You'll be a key architect of a new Finance Business Partner model at ESO, with the opportunity to build the operational finance infrastructure that will inform pricing, resourcing, and strategic decisions for years to come. Your work on customer P&Ls and cost allocation will fundamentally change how the business understands profitability.

Growth

This role offers direct exposure to executive leadership, Board dynamics, and investor relations- providing a clear path to VP and C-Suite roles. You'll gain deep expertise in operational finance and customer economics that's highly valued across the industry.

Culture

We're building a finance team that values curiosity, collaboration, and continuous improvement. You'll work alongside smart, driven colleagues who genuinely enjoy solving hard problems together. We're an AI-first team that embraces new technology and forward-thinking approaches - expect to experiment with cutting-edge tools and help shape the future of finance operations.

Benefits & Perks

• Competitive health plans (medical, dental, & vision insurance)
• PTO (starting at 20 days) & 12 company holidays
• 401(k) with company match
• Telemedicine service provided by ESO
• Savings accounts (FSA, HSA, DCA)
• Employee Assistance Program (EAP)
• Peace of mind benefits such as life insurance, disability insurance, and worksite benefits
• Paid parental leave, new child program, & flexible parental return-to-work options