Product Success Director - 11066

What You'll Do:

Product Adoption & Customer Value
● Own the product success strategy for a portfolio of products/customers/regions
● Drive product adoption feature utilization and time-to-value
● Partner with customers to define success criteria KPIs and value outcomes
● Conduct regular product reviews health checks and roadmap alignment sessions
● Conduct Product Deep Dives to help existing customers leverage advanced modules they may be underutilizing.

Product Expertise & Facilitating SME Enablement
● Become a trusted product expert and advisor to customers and field teams.
● Facilitate tighter and ongoing collaboration between product management and SMEs (Subject matter experts) from Solution and Value Advisory (SVA) Customer Value Management (CVM) and Professional Services (PS).
● Participate in Product Steering forums to prioritize the roadmap based on customer impact and retention risk.
● Support onboarding and major product rollouts.

Voice of the Customer
● Capture customer feedback pain points and enhancement requests via forums such as Customer Advisory Boards Product Innovation Council etc.
● Partner with Product Management to influence roadmap priorities. Advocate for customer needs across Engineering Support and Sales.
● Identify product gaps and adoption risks early.

Voice of the Field Feedback Loop
● Establish structured feedback loops from field teams to Product
● Surface enablement gaps adoption blockers and usability issues
● Influence product roadmap and documentation improvements
● Represent field readiness and adoption perspectives in product discussions

Cross-Functional Collaboration
● Work closely with Customer Success Sales & Presales and Professional Services
● Support renewals and expansions by demonstrating product value
● Contribute to customer success plans and executive business reviews
● Align with Marketing on customer stories and product messaging
● Bridge the gap between Sales and Product by ensuring the sales team understands the latest capabilities and value propositions.

Data & Reporting
● Monitor product usage data and customer health metrics
● Identify trends risks and opportunities for optimization
● Create reports and insights to guide customer and internal decisions
● Drive continuous improvement of product success processes

What You Will Bring to Coupa:

• Experience: 8+ years in a SaaS environment (Product Management Presales Customer Success or Consulting) or ex Procurement and Supply Chain practitioner with deep expertise in Procurement technology.
• Previous experience implementing and/or being a super user across the Source to Pay process especially Coupa SAP Ariba technology will be an added advantage.
• Strong understanding of procurement finance supply chain or spend management processe.
• Proven experience driving enterprise software adoption customer outcomes and value realization.
• Communication: Strong storytelling skills to translate product capabilities into business outcomes and excellent stakeholder management skills
• Empathy: A deep desire to understand user pain points and a problem-solver mindset.

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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