Director, Customer Value Management - 11450

Coupa is a leader in total spend management, utilizing community-generated AI to drive business efficiency. The Director, Customer Value Management will oversee the execution of programs that enhance customer value realization and retention, collaborating with various teams to ensure a seamless customer experience.

Responsibilities:

• 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

Requirements:

• 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