The Role
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.
Summary Generated by Built In
Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.
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
Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
Please be advised that inquiries or resumes from recruiters will not be accepted.
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Top Skills
Analytics
Crm Systems
Customer Success Platforms
What the Team is Saying
Aditya Maheshwari
Sr. Software Engineer, Cloud
Alex Moon
Operations Analyst, Order Management
Jose Miguel Jimenez
Procurement
Jessica Fonseca
Technical Support Specialist
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The Company
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
Typical time on-site:
None
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