Director Customer Value Management - 11450

What You'll Do:

Lead your Enterprise CVM segment to ensure the consistent delivery of high-quality value-added engagement driving customer outcomes and ensuring operational excellence.
Execute against Coupa’s GTM strategy to enhance customer engagement satisfaction product utilization and retention collaborating with regional peers to ensure a consistent and high-quality customer experience.
Continuously optimize the customer journey ensuring a seamless experience from onboarding to renewal and expansion. Implement best practices and processes that guide customers through each stage of the lifecycle and support CVMs in successful engagement with their customers.
Identify customer retention risk signals early and implement targeted intervention plans to retain customers. Coach CVMs on strategies to retain and grow their accounts
Collaborate with Sales and Revenue Operations teams to ensure timely contract renewals and expansions preserving and growing GRR and NRR.
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 Directors and 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.

What You Will Bring to Coupa:

10+ years of experience in customer success  professional services and/or a consulting role with at least 5 years 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 with a focus on customer satisfaction renewals and expansion.
Demonstrated ability to inspire motivate and manage diverse geographically distributed teams with a track record of elevating team performance over individual execution
Strong communicator and mentor who can guide their team through complex decision-making processes and help them command confidence during high-stakes executive engagements
Ability to drive change and foster innovation.
Experience in SaaS or technology services industries
Exceptional communicator and relationship builder across stakeholder groups including business technical and executive - both internally and with Coupa customers.
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 work cross-functionally and influence at all levels of the organization.
Strong problem-solving and analytical capabilities. Strategic thinker with a customer-first mindset.
Ability to travel 25-50% of the time

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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