Director, Customer Success

Remote World

Canada
Permanent
Full-time

15 hours ago

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.Why join Coupa?

Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.

Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.

Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.The Impact of this role to CoupaThe Director of Customer Success Management will lead and scale our customer value team in our Regional Hub supporting Americas customers. In this critical leadership role, you will be responsible for leading execution of the programs, processes, and methodologies that drive ongoing value realization, adoption and utilization, retention, and long-term partnerships with Coupa's customers. You will work closely bridging your team with cross-functional teams, including Sales, Services, Partners, Product, Operations, Enablement and Marketing (including Customer Advocacy initiatives - Events, References and Reviews), to ensure a unified and excellent customer experience at every stage of the lifecycle. You will foster relationships with regional leaders and customers through various methods including 1-1 meetings and one-to-many events.The ideal candidate will be a strong leader with experience in leading customers to value through adoption of procurement, finance, and supply chain solutions. Strong candidates will have hands-on experience in enterprise Customer Success or Client Delivery Leadership, demonstrated thought leadership in Customer Success tools and strategies, and a track record of successful execution in a dynamic, fast-paced environment.What You'll Do:

Lead the Americas Regional Hub of Customer Success Managers (CSMs) to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence.
Partner with Regional and Territory CS leaders to execute against Coupa's GTM strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with regional and global peers to ensure a consistent and high-quality customer experience.
Implement best practices and processes which support CSMs in successful engagement with their customers that guide them through each stage of the lifecycle
Identify and drive strategies to help CSMs scale effectively across accounts including initiatives to digitize the Customer engagement experience.
Develop proactive strategies to improve adoption rates, customer retention (GRR) and growth (NRR). Identify risk signals early and implement targeted intervention plans to retain customers.
Serve as a customer-facing field leader, both proactively through account sponsorship as well as in response to inquiries, negotiations, and escalations.
Build, mentor, and lead a team of experienced Customer Value Managers. Foster a culture of continuous improvement, collaboration, and customer-centricity.
Model and innovate in the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics.

What You Will Bring to Coupa:

10+ years of experience in customer success, professional services, and/or management consulting role with at least 5 years of leadership in a senior-level Customer Value Management / Customer Success role or equivalent.
Strong candidates will possess a background in a customer/client facing role in Source-to-Pay, Spend Management or Trade Network execution.
Deep experience in SaaS or technology services industries with a focus on customer satisfaction, renewals, and expansion.
Demonstrated ability to manage diverse, distributed teams. Ability to drive change and foster innovation.
Exceptional communicator and relationship builder across stakeholder groups including business, technical, and executive - both internally and with Coupa customers.
Entrepreneurial mindset with proven ability to take ownership, innovate, and drive outcomes through strong problem-solving and analytical capabilities.
Strategic thinker with a customer-first mindset with strong operational acumen with experience managing financial and business KPIs.
Data-driven decision maker who can balance short-term needs with long-term goals.
Ability to travel 25-50% of the time including international travel
Proficient English and Spanish language skills are required
Portuguese language skills not required, but considered a plus

#LI-REMOTE #LI-AA2 Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please be advised that inquiries or resumes from recruiters will not be accepted. By submitting your application, you acknowledge that you have read Coupa's Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.Remote World was founded in 2023 with a simple belief: the future of work is remote, and everyone should have access to quality remote opportunities regardless of their location.We noticed that while remote work is growing rapidly, many talented individuals around the world struggled to find legitimate, well-paying remote positions. At the same time, employers were struggling to find qualified remote talent from a global pool.Remote World was created to solve this problem by building a comprehensive platform that not only connects job seekers with employers, but also empowers workers to develop the skills they need to succeed in remote environments.Today, we're proud to have connected over 500 talented professionals with remote opportunities worldwide, and we're just getting started.

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