The Director of Customer Success Management will lead a team to drive customer value and retention through effective engagement strategies and collaboration with cross-functional teams.
The Impact of this role to Coupa:
The 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
Top Skills
Analytics
Crm Systems
Customer Success Platforms
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