The Impact of a Director, Customer Intelligence at Coupa:
In this newly created role, you will establish the intelligence layer behind Coupa's post-sale organization. By connecting customer signals across products, people, and interactions, you'll create the visibility and predictive capabilities that help the business retain, grow, and understand the value customers realize from AI.
What You’ll Do
- Proactively partner with post-sale leaders to define their strategic needs, translating leadership objectives into a clear, evolving analytical agenda. Serve as the analytical voice in QBRs, board prep, and executive reviews.
- Build the customer intelligence data model. Integrate structured data (Salesforce, product telemetry) and unstructured data (tickets, calls, notes) into a single coherent view of the customer.
- Develop early-warning analytics for churn, expansion, and adoption. Build the diagnostic and predictive layer that lets the post-sale org intervene early and scale what's working.
- Define how we measure AI value. Establish the framework for measuring customer adoption, engagement, and outcomes tied to Coupa's agentic AI capabilities. This is an emerging discipline and you'll help shape it.
- Lead and grow the team. Set the analytical vision, develop the people, and expand the function's influence across the company.
What You Will Bring to Coupa
- Experience building a post-sale analytics function. You've stood up the analytical layer of a CS, renewals, or post-sale org — or led a comparable greenfield analytics build inside a SaaS company.
- Deep SaaS post-sale fluency. You know NRR, GRR, health scoring, time-to-value, and adoption metrics cold. You understand the stories behind the numbers, can spot weaknesses in standard formulations, and can defend your instrumentation under scrutiny.
- Strong technical foundation. Proficiency in SQL is required. Familiarity with modern data-extraction techniques (LLM-based extraction, embeddings, classification) for working with unstructured data.
- Executive communication. You can turn complex analysis into a clear narrative and a confident recommendation. You've influenced senior leaders with data and you know when to push back.
- A real interest in AI value measurement. You don't need to be an expert — the field is too new for that — but you should be actively thinking about how to quantify the value of AI and agentic features, and excited to help define it.
Skills Required
- Experience building a post-sale analytics function for CS, renewals, or post-sale orgs
- Deep SaaS post-sale fluency (NRR, GRR, health scoring, time-to-value, adoption metrics)
- Proficiency in SQL
- Familiarity with modern techniques for unstructured data (LLM-based extraction, embeddings, classification)
- Executive communication and ability to present analysis to senior leaders and boards
- Interest in and willingness to define/measure AI value and agentic features
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
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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
