VP, Value Assurance

What You'll Do:

• Executive Escalation & Resolution Management Leadership:
• Define Engagement Framework for escalation management and resolution, including intake, execution, and closure processes that provide structure, clarity, and rapid results.
• Lead Critical Engagements: Personally own, manage, and drive the resolution of Coupa's most complex and high-risk customer escalations, particularly those threatening retention or demanding executive intervention.
• Oversee Customer Value Re-Establishment: Leverage Value Assurance Directors and other Coupa resources to conduct rapid and forensic value assessments to determine the root cause value gaps. Set the benchmark for executive-level plans to stabilize accounts, re-establish confidence, and define a clear, measurable path to recovery.
• Executive Interlock: Serve as the senior point of contact and authority within Value Assurance, engaging with internal and external executive stakeholders (CFOs, CIOs, Chief Procurement Officers) to communicate action plans, set expectations, and confirm successful resolution.
• Resource Mobilization: Act as the general manager of cross-functional resolution teams, orchestrating efforts across Product, Engineering, Sales, Professional Services, and Customer Success to deliver rapid solutions.


• Strategic Governance & Process Improvement:
• Define Escalation Policy: Design, formalize, and enforce a best-in-class, company-wide framework for escalation management, including clear severity definitions, response mechanisms, roles, and communication protocols.
• Post-Mortem Analysis & Learning: Implement a rigorous closed-loop feedback process. For every engagement, lead a Root Cause Analysis (RCA) to identify systemic failures in product, implementation, sales, or support, translating findings into actionable improvements for respective functional leaders.
• Risk Portfolio Management: Partner with Customer Success leadership to maintain a dynamic customer risk portfolio based on data-driven signals and adoption metrics, allowing account teams to proactively intervene before an account becomes a formal escalation.


• Leadership & Value Advocacy:
• Internal Evangelist: Champion the "Voice of the Customer" internally, ensuring product roadmaps, customer experience programs, and service delivery priorities reflect the needs identified during critical resolution scenarios.
• Mentorship: Coach Value Assurance Directors, Customer Value Managers, and other field team members on risk mitigation, executive communication, and strategies for navigating difficult conversations centered on realized value.

What You Will Bring to Coupa:

• 10+ years of direct customer-facing leadership experience in Customer Success, Account Management, or Professional Services within an enterprise SaaS environment.
• 5+ years of experience in building, leading, and inspiring teams of seasoned, senior individuals to achieve exceptional results and drive continuous improvement.
• Proven track record of managing and resolving multi-million-dollar, C-suite-level escalations, resulting in successful contract renewal or expansion.
• Expertise in bringing structure to complex situations, applying a systems thinking approach and designing processes to support scale and repeatability.
• Deep understanding of financial and performance metrics critical to the Coupa customer base (e.g., procurement, supply chain, cash flow, gross margin, NRR/GRR).
• Exceptional executive communication, negotiation, and influencing skills, with the ability to navigate complex organizational dynamics both internally and externally.