The Impact of a Digital Customer Success Manager at Coupa:
As a Digital Customer Success Manager at Coupa, you will be at the forefront of our scalable customer success strategy. In this role, you will manage a large portfolio of customers in a shared environment driven by both incoming customer queries and proactive data insights, ensuring our customers have the resources and guidance they need to successfully adopt Coupa solutions.
To drive platform adoption and value, you will resolve incoming customer inquiries through targeted 1-on-1 engagements, leveraging your Coupa product expertise, internal resources, and our self-service digital hub. By identifying trends in these inquiries, you will pinpoint knowledge gaps and proactively build new self-service content to continuously elevate our resources.
As you will have direct interaction with clients daily, excellent written and verbal communication skills coupled with product and technical acumen are key to this role.
What You’ll Do
- Serve as a strategic advisor for customers, resolving inbound inquiries through targeted 1-on-1 engagements that remove roadblocks and accelerate their time-to-value with Coupa
- Analyze incoming questions to identify knowledge gaps and proactively author new self-service content, enriching our digital hub and enabling future customers to self-serve
- Utilize your technical acumen and excellent communication skills to translate complex concepts into easily digestible guidance for a diverse range of customers
- Collaborate seamlessly with internal teams (including Sales, Support, Professional Services and other specialized resources) to route complex issues, share frontline insights, and continuously optimize the customer experience
What You Will Bring to Coupa
- Practitioner-level knowledge of Coupa Business Spend Management (BSM) software is required
- 3–4 years of experience in Customer Success, Support, or SaaS consulting
- Professional proficiency in English (C1 level or higher) is required
- Professional proficiency in Portuguese (C1 level or higher) is strongly preferred
- Exceptional communication skills, with the ability to explain complex technical concepts simply
- Strong time-management skills to easily prioritize and manage a high-volume, reactive queue
- Analytical mindset to spot inquiry trends and draft clear self-service materials (FAQs, Admin user guides)
- Experience utilizing both general workflow automation and modern generative AI tools (like Gemini) to streamline processes, improve efficiency, and create content
- Experience with CS platforms, CRMs, or ticketing systems
- Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together .
- Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month .
- Volunteer Time Off (VTO): Giving back is in our DNA. We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about .
- Employee Assistance Program (EAP): Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents .
- Business Travel Protection: Travel with peace of mind. Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel .
- Referral Bonus Program: Share the Coupa experience! Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles .
Skills Required
- Practitioner-level knowledge of Coupa Business Spend Management (BSM) software
- 3-4 years experience in Customer Success, Support, or SaaS consulting
- Professional proficiency in English (C1 level or higher)
- Professional proficiency in Portuguese (C1 level or higher)
- Exceptional written and verbal communication skills
- Strong time-management skills to prioritize and manage a high-volume reactive queue
- Analytical mindset to identify inquiry trends and draft self-service materials (FAQs, admin guides)
- Experience utilizing workflow automation and modern generative AI tools (e.g., Gemini) to streamline processes and create content
- Experience with customer success platforms, CRMs, or ticketing systems
What the Team is Saying
Coupa Compensation & Benefits Highlights
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Healthcare Strength — Healthcare is described as comprehensive from day one for employees and dependents, including medical, dental, vision, mental‑health resources, and a no‑cost EAP. Additional options like FSAs and wellness initiatives are also cited.
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Leave & Time Off Breadth — Time off is positioned around Flexible Time Off, floating holidays, and 40 hours of paid Volunteer Time Off, supported by a virtual‑first work model. These programs are highlighted as core elements of work‑life balance.
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Parental & Family Support — Paid parental leave and a digital program for paths to parenthood (including adoption and surrogacy) are explicitly called out. Resources also extend to family medical leave and, in some locations, an onsite Mother’s Room.
Coupa Insights
What We Do
Coupa is a global technology company that helps businesses run smarter by connecting all the ways they spend money — from procurement and expenses to payments and supply chain decisions — in one intelligent platform. In simple terms, Coupa gives organizations the visibility and control they need to make better financial choices, reduce waste, and drive real impact. It’s where technology meets purpose: helping companies manage their resources more responsibly while creating a positive ripple across their people, partners, and the planet.
Why Work With Us
At Coupa, we prioritize an inclusive and empathetic workplace where every voice is valued. Our teams are proactive and accountable, ensuring we collaborate effectively to achieve our goals. The foundation of our culture rests on our people; we believe in fostering an environment that encourages innovation and curiosity.
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Coupa Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our virtual-first approach is intentional. It gives you the freedom to do your best work in a space that supports focus, balance, and creativity, while staying connected to a global team of changemakers who are redefining the future of business spend
