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.

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.

Director, Customer Success

Key skills