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Customer Value Client Partner - Escalations

1 month ago
United Kingdom
Full-time
Lead
Customer Success Manager
Project and Program Management
Machine Learning
Apply Now
Coupa Software

Coupa Software

Coupa Software is the premier cloud-based finance platform, empowering companies worldwide to optimize spend, boost profits, and reduce costs with a comprehensive suite of modules.

Internet Software & Services
1K-5K
Founded 2006
View All Jobs 8

Description

  • Personally and forensically own and drive resolution of the most complex, high-dollar customer escalations that threaten contract retention or require C-suite intervention.
  • Conduct deep technical and financial assessments to identify the root cause of value gaps (e.g., product misalignment, implementation flaws, process failures).
  • Design and execute board-ready stabilization plans with clear, measurable, and auditable paths to realize committed customer value.
  • Engage directly with customer executives (CFOs, CIOs, CPOs) to present action plans, negotiate expectations, and secure mutual commitment to resolution.
  • Mobilize, direct, and hold accountable senior, matrixed teams across Product, Engineering, Sales, and Professional Services to deliver a unified response.
  • Design, champion, and enforce a company-wide Root Cause Analysis (RCA) framework for major escalations and translate findings into actionable requirements.
  • Partner with senior Customer Success leaders to develop and deploy predictive value models and early-warning signals to prevent escalations.
  • Proactively intervene in high-potential, high-value accounts before issues escalate, including proposing alternative solution architectures.
  • Architect and document new best practices for product deployment, service delivery, and customer adoption based on learnings from critical engagements.
  • Coach and advise regional Customer Value Managers and field leadership on complex commercial, communication, and technical value-realization scenarios.

Requirements

  • 15+ years of progressive experience in Technical Account Management, Customer Success Strategy, or Management Consulting within enterprise B2B SaaS.
  • Proven track record as the single point of accountability resolving multiple multi-million-dollar, C-suite-level escalations in a hands-on capacity resulting in renewals or expansions.
  • Expert-level understanding of the financial and operational impact of enterprise software, especially in Spend Management, Supply Chain, Procurement, and Working Capital.
  • Peer-level executive communication, negotiation, and conflict-resolution skills, with the ability to command a room of C-level executives.
  • Ability to maintain credibility with highly technical product and engineering teams while driving executive-level outcomes.
  • Demonstrated ability to operate without direct authority and drive complex, cross-functional organizational change.
  • Experience designing and enforcing Root Cause Analysis processes and translating customer issues into product/process improvements.
  • Based in the United Kingdom and able to work in a remote capacity supporting strategic accounts (role listed as Remote).

Benefits

  • Pioneering technology platform informed by community-driven AI and large-scale spend data.
  • Collaborative culture driven by transparency, openness, and teamwork.
  • Global impact and opportunity to influence product and process improvements across the company.
  • Remote role based in the United Kingdom.
  • Commitment to an inclusive, equal-opportunity work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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