Principal Product Manager - Customer Success & Support Automation

What You'll Do:

Product Strategy & Operational Rhythm

• Autonomous Agentic Strategy: Develop and own the holistic Customer Success & Support AI strategy that provides a unified, scalable operating model for global operations, while building the architectural flexibility to adapt workflows for specific regional market nuances, regulatory frameworks, and local support motions.
• CS-to-Tech Bridge: Act as the primary AI intake lead for the Customer Success and Support organization (including Professional Services, Education, and Enablement). Translate complex cross-functional requirements into structured, clear product requirements for AI Platform and AI Engineering teams.
• Use Case Prioritization: Apply a data-driven framework to score and rank agentic use cases by business value—balancing immediate support deflection with long-term customer health and loyalty. Maintain a rolling AI roadmap that sequences agent builds based on the customer journey.
• Backlog & Execution: Own the AI product backlog. Facilitate regular grooming sessions to break down requirements into actionable tasks, ensuring clear dependency management and scope control.
• Operational Cadence: Drive the day-to-day operational rhythm, including risk assessment and cross-functional syncs, and collaborate with the Enterprise PMO on status reporting and program tracking, to ensure the platform meets its delivery milestones.
• AI, Data, & BI Strategy: Partner with department leadership to shape the long-term strategy for customer data governance and success intelligence. Ensure our AI roadmap is directly tied to the broader data strategy of the organization.
• Market & Competitive Intelligence: Track the evolving AI agent landscape and proactively identify industry trends that validate or challenge our strategy, ensuring our suite remains a market-leading customer experience.

Workflow Design & Agent Orchestration

• Process Engineering: Deconstruct multi-step support journeys (e.g., onboarding, troubleshooting, entitlement verification) into structured, logical agent sequences.
• Agentic Orchestration Strategy: Lead the strategic decisions on which model or platform executes each use case, partnering with AI Solution Architects to validate final technical solutions. Partner with stakeholders to evaluate the right technology stack for strategic fit and roadmap alignment—balancing scalability and long-term flexibility alongside performance and cost.
• Adoption Tracking & Monitoring: Establish the "pulse" of our agents. In partnership with AI Platform and AI Engineering teams, build and own the dashboards that track agent performance, resolution accuracy, and system reliability—ensuring early warning signs before a workflow impacts a customer relationship.
• Human-Centric UI & Validation: Lead the design of how agents present insights to CSMs and Support teams. Define the "definition of done" for agents, leading testing cycles to ensure outputs are accurate, compliant, and empathetic before deployment to live customers.

Change Management, Governance, & Enablement

• Change Management: Drive the cultural transition from manual support processes to agent-assisted motions. Lead the communication and training strategy to ensure frontline teams trust the agents and adopt them into their daily habits.
• Ecosystem Acceleration: Cultivate a network of "Success Power Users" to act as champions. Empower them to provide continuous feedback, troubleshoot on the front lines, and drive adoption within their regional business units.
• Governance & Trust: Partner with enterprise stakeholders to embed compliance guardrails that protect sensitive data while ensuring agent behaviors remain predictable and brand-aligned.

What You Will Bring to Coupa:

• Experience: 10+ years of product management, strategy, or enterprise program management experience, with a proven track record of shipping software solutions within Customer Success, Support, or Service Cloud ecosystems.
• SaaS Domain Expertise: Deep functional knowledge of the customer lifecycle, including onboarding flows, ticket orchestration, and enterprise-scale account health modeling.
• AI-Agent Orchestration Mindset: Proven ability to move beyond task-level automation to ecosystem-level transformation. You have deep experience evaluating and orchestrating different agent architectures—deciding when to leverage specific model capabilities versus purpose-built platforms to maximize customer impact. You partner closely with AI Solution Architects to validate final technical architecture decisions.
• Consultative Mindset & High EQ: Demonstrated ability to influence senior leaders (CSO, Support VPs) without direct authority. You are an expert at translating technical AI constraints into plain-English business solutions and use high empathy to manage organizational change.
• Adaptability & Agility: You thrive in high-ambiguity environments where priorities shift rapidly. You possess the agility to pivot product focus based on data or organizational needs without losing momentum, operational rigor, or team focus.
• Strategic AI Fluency: You possess a keen "pulse" on the evolving agentic landscape. You anticipate how new model capabilities and integration patterns impact our roadmap, translating market intelligence into architectural requirements.
• Agent Development & Lifecycle Management: Hands-on experience architecting, building, and scaling AI agents. You are capable of owning the full lifecycle—from rapid prototyping to production-grade deployment—and can autonomously develop and maintain complex agentic workflows.