Coupa Software

Compensation

Full Description

Job Description: • Develop and lead Coupa’s Digital and Scaled Customer Success programs, aligning with the company's broader goals for overall customer experience and revenue growth. • Establish a global Success Desk service bureau, a highly scalable, data-driven, proactive, and responsive function serving both customer and internal needs, ensuring every customer has the resources and guidance needed to maximize their Coupa investment. • Build and deliver a Digital Customer Success experience for Mid-market and Corporate customers covering the entire customer lifecycle, including onboarding, adoption, expansion, and renewal, with mechanisms for customers to self-serve information and resources. • Build, mentor, and lead a high-performing team focused on digital customer engagement and delivery of high-quality customer experiences at scale. • Lead the implementation of automated processes including onboarding, activation campaigns, customer health scoring, and risk identification processes. • Drive global messaging campaigns to encourage feature adoption, mitigate risks, and strengthen customer engagement. • Oversee the creation and maintenance of a comprehensive self-service knowledge base of tutorials, documentation, and success playbooks. • Partner with Business Operations to establish a robust reporting and analytics framework to track key metrics, identify trends, and inform strategic decisions. • Support the generation of new expansion opportunities (upsell/cross-sell). • Collaborate closely with Customer Success Leadership, Sales, Support, Product, and Marketing teams to ensure seamless customer experiences and alignment of strategies. Requirements: • 5+ years in Customer Success leadership roles, with a proven track record of scaling digital customer success programs for enterprise SaaS companies. • Deep understanding of the enterprise SaaS business model and how Customer Success contributes to revenue growth (GRR and NRR). • Strong expertise in leveraging automation, AI tools, data analytics, and self-service strategies to drive customer outcomes at scale. • Proven ability to define, implement, and optimize customer health scoring models and engagement campaigns. • Experience with relevant customer success platforms and tools (e.g., Gainsight, Totango, Intercom, Salesforce). • Exceptional communicator and relationship builder across stakeholder groups including business, technical, and executive. • Ability to travel 25% of the time including domestic and international travel Benefits: • 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.