Director, Customer Intelligence

Coupa Software

Director creating customer analytics and predictive capabilities for Coupa's post-sale organization. Leveraging insights for customer retention and growth in a SaaS environment.

Posted 6/18/2026full-timeRemote • Texas • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Proactively partner with post-sale leaders to define their strategic needs, translating leadership objectives into a clear, evolving analytical agenda. Serve as the analytical voice in QBRs, board prep, and executive reviews.
Build the customer intelligence data model. Integrate structured data (Salesforce, product telemetry) and unstructured data (tickets, calls, notes) into a single coherent view of the customer.
Develop early-warning analytics for churn, expansion, and adoption. Build the diagnostic and predictive layer that lets the post-sale org intervene early and scale what's working.
Define how we measure AI value. Establish the framework for measuring customer adoption, engagement, and outcomes tied to Coupa's agentic AI capabilities. This is an emerging discipline and you'll help shape it.
Lead and grow the team. Set the analytical vision, develop the people, and expand the function's influence across the company.

Requirements

What you’ll need

Experience building a post-sale analytics function. You've stood up the analytical layer of a CS, renewals, or post-sale org — or led a comparable greenfield analytics build inside a SaaS company.
Deep SaaS post-sale fluency. You know NRR, GRR, health scoring, time-to-value, and adoption metrics cold. You understand the stories behind the numbers, can spot weaknesses in standard formulations, and can defend your instrumentation under scrutiny.
Strong technical foundation. Proficiency in SQL is required. Familiarity with modern data-extraction techniques (LLM-based extraction, embeddings, classification) for working with unstructured data.
Executive communication. You can turn complex analysis into a clear narrative and a confident recommendation. You've influenced senior leaders with data and you know when to push back.
A real interest in AI value measurement. You don't need to be an expert — the field is too new for that — but you should be actively thinking about how to quantify the value of AI and agentic features, and excited to help define it.

Benefits

Comp & perks

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.

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

SQLdata-extraction techniquesLLM-based extractionembeddingsclassificationanalyticscustomer intelligence data modelpredictive analyticsdiagnostic analyticschurn analysis

Soft Skills

executive communicationinfluencing senior leadersanalytical visionteam leadershipstorytelling with datacritical thinkingproblem-solvingcollaborationadaptabilitystrategic thinking