Director, Customer Intelligence - 11568

11 hours, 24 minutes ago
Full-time
Lead
Data Science and Analytics
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

Description

  • Partner with post-sale leaders to define strategic analytical needs and translate them into an evolving agenda.
  • Serve as the analytical voice in QBRs, board preparation, and executive reviews.
  • Build and own the customer intelligence data model.
  • Integrate structured data from Salesforce and product telemetry with unstructured data from tickets, calls, and notes.
  • Develop early-warning analytics for churn, expansion, and adoption.
  • Create diagnostic and predictive capabilities that help the post-sale organization intervene early and scale what works.
  • Define the framework for measuring customer adoption, engagement, and outcomes tied to Coupa's AI capabilities.
  • Lead and grow the team, setting the analytical vision and expanding the function's influence across the company.

Requirements

  • Experience building a post-sale analytics function or leading a comparable greenfield analytics build inside a SaaS company.
  • Strong understanding of SaaS post-sale metrics, including NRR, GRR, health scoring, time-to-value, and adoption metrics.
  • Proficiency in SQL is required.
  • Familiarity with modern data-extraction techniques such as LLM-based extraction, embeddings, and classification for unstructured data.
  • Ability to turn complex analysis into a clear narrative and confident recommendation for executive audiences.
  • Experience influencing senior leaders with data and knowing when to push back.
  • Interest in measuring AI value and agentic feature outcomes, with enthusiasm for helping define this emerging discipline.

Interested in this position?

Apply directly on the company website

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