Lead strategic planning sessions with C-suite stakeholders, shaping a multi-year Value Road Map that aligns customer business goals with long-term value delivery through regular Customer Value Reviews.
Spearhead cross-functional initiatives across customer verticals to drive solution adoption and solve systemic business challenges.
Design and oversee the execution of complex, multi-layered programs, ensuring rigorous risk management and the consistent delivery of high-impact results that align with the customers’ business priorities.
Scale practice capabilities by defining and implementing operational standards that improve the efficiency and quality of the entire team’s output.
Foster an inclusive environment where feedback and mentorship empower groups to collaborate, breaking down silos by developing the shared leadership skills necessary for collective success.
Command confidence during high-stakes executive engagements, using deep business acumen to guide senior leaders through complex decision-making processes.

10+ years of experience in customer-facing roles via customer success, professional services, and/or a management consulting role
Strong candidates will possess a background in a customer/client-facing role in Source-to-Pay, Spend Management
Preferred candidates will have spent 7+ years in the Canadian financial services industry, particularly banking.
Deep experience in SaaS or technology services industries with a focus on customer satisfaction, renewals, and expansion.
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.

Customer Success Director

Key skills