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Role Description

The Director of Customer Success Management will lead and scale our customer value team in our Regional Hub supporting Americas customers. In this critical leadership role, you will be responsible for leading execution of the programs, processes, and methodologies that drive ongoing value realization, adoption and utilization, retention, and long-term partnerships with Coupa’s customers.

• Work closely bridging your team with cross-functional teams, including Sales, Services, Partners, Product, Operations, Enablement and Marketing.
• Ensure a unified and excellent customer experience at every stage of the lifecycle.
• Foster relationships with regional leaders and customers through various methods including 1-1 meetings and one-to-many events.

The ideal candidate will be a strong leader with experience in leading customers to value through adoption of procurement, finance, and supply chain solutions.

What You'll Do

• Lead the Americas Regional Hub of Customer Success Managers (CSMs) to ensure the consistent delivery of high-quality, value-added engagement.
• Partner with Regional and Territory CS leaders to execute against Coupa’s GTM strategy.
• Implement best practices and processes which support CSMs in successful engagement with their customers.
• Identify and drive strategies to help CSMs scale effectively across accounts.
• Develop proactive strategies to improve adoption rates, customer retention (GRR) and growth (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 Managers.
• Model and innovate in the usage of customer success platforms, CRM systems, and analytics.

Qualifications

• 10+ years of experience in customer success, professional services, and/or management consulting role.
• At least 5 years of leadership in a senior-level Customer Value Management / Customer Success role or equivalent.
• Strong 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.
• Exceptional communicator and relationship builder across stakeholder groups.
• Entrepreneurial mindset with proven ability to take ownership, innovate, and drive outcomes.
• Strategic thinker with a customer-first mindset and strong operational acumen.
• 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.

Benefits

• Pioneering Technology: At Coupa, we're at the forefront of innovation.
• Collaborative Culture: We value collaboration and teamwork.
• Global Impact: Join a company where your work has a global, measurable impact.