The Canadian FSI Customer Success Director will lead a portfolio of Financial Services customers across Canada. Based in Canada, In this role you will be the primary customer-facing advocate, responsible for developing and driving mutual success plans, engagement strategies, and frameworks for measurable impact. You will use a strong executive presence and a deep understanding of Finserv Source-to-Pay to advise customers on how to transform the way they manage Business Spend Management (BSM), creating immediate value and efficiency.
Customer Success Directors represent the primary point of contact between Coupa and our customers. As a trusted partner, you will drive customer value by building strong relationships with a variety of stakeholders and customer leaders. You will architect high-level Customer Value Plans and retention strategies for major accounts, serving as a trusted advisor to senior leadership. Leverages deep expertise to drive enterprise-wide innovation and operational excellence.
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 strategic planning sessions with C-suite stakeholders, shaping a multi-year Value Road Map that aligns customer business goals with long-term value delivery through regular Customer Value Reviews.
- Spearhead cross-functional initiatives across customer verticals to drive solution adoption and solve systemic business challenges.
- Design and oversee the execution of complex, multi-layered programs, ensuring rigorous risk management and the consistent delivery of high-impact results that align with the customers’ business priorities.
- Scale practice capabilities by defining and implementing operational standards that improve the efficiency and quality of the entire team’s output.
- Foster an inclusive environment where feedback and mentorship empower groups to collaborate, breaking down silos by developing the shared leadership skills necessary for collective success.
- Command confidence during high-stakes executive engagements, using deep business acumen to guide senior leaders through complex decision-making processes.
What You Will Bring to Coupa:
- 10+ years of experience in customer-facing roles via customer success, professional services, and/or a management consulting role
- Strong candidates will possess a background in a customer/client facing role in Source-to-Pay, Spend Management. This can be combined with experience as a practitioner using S2P systems in upstream or downstream capacities.
- Preferred candidates will have spent 7+ years in the Canadian financial services industry, particularly banking.
- Deep experience in SaaS or technology services industries with a focus on customer satisfaction, renewals, and expansion.
- 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.
- This role is based in Canada, with preference in Eastern Canada.
- Ability to travel 25-50% of the time
