Coupa Software

Director, Customer Success Management

Coupa Software

full-time

Posted on:

Location Type: Remote

Location: Colombia

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Job Level

Lead

About the role

  • 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.

Requirements

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successcustomer value managementSaaSanalyticsproblem-solvingdata-driven decision makingfinancial KPIsbusiness KPIscustomer engagementcustomer retention
Soft skills
leadershipcommunicationrelationship buildingstrategic thinkinginnovationchange managementcollaborationmentoringentrepreneurial mindsetoperational acumen