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
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 — Health coverage is described as comprehensive, spanning medical, dental, vision, and mental‑health resources from day one. Plan breadth and wellness support are consistently emphasized.
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Leave & Time Off Breadth — Time off includes flexible or unlimited PTO, paid parental leave, floating holidays, and dedicated volunteer time. Remote‑friendly practices are noted to support taking time away.
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Parental & Family Support — Family‑building and caregiving supports include fertility benefits, generous parental leave, and resources for adoption and elder care. Return‑to‑work assistance and an onsite Mother’s Room are highlighted.
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
Remote Workspace
Employees work remotely.
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
