Director Customer Intelligence - 11568

The Impact of a Director Customer Intelligence at Coupa: 

In this newly created role you will establish the intelligence layer behind Coupa's post-sale organization. By connecting customer signals across products people and interactions you'll create the visibility and predictive capabilities that help the business retain grow and understand the value customers realize from AI.

What You’ll Do

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.

What You Will Bring to Coupa

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.

What We Do

Coupa is a global technology company that helps businesses run smarter by connecting all the ways they spend money — from procurement and expenses to payments and supply chain decisions — in one intelligent platform. In simple terms Coupa gives organizations the visibility and control they need to make better financial choices reduce waste and drive real impact. It’s where technology meets purpose: helping companies manage their resources more responsibly while creating a positive ripple across their people partners and the planet.

Why Work With Us

At Coupa we prioritize an inclusive and empathetic workplace where every voice is valued. Our teams are proactive and accountable ensuring we collaborate effectively to achieve our goals. The foundation of our culture rests on our people; we believe in fostering an environment that encourages innovation and curiosity.

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