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Director, Customer Success - 11078

1 hour, 47 minutes ago
Colombia
Lead
Customer Success Manager
Customer and Technical Support
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 57

Description

  • Lead the Americas Regional Hub of Customer Success Managers to deliver high-quality, value-added customer engagement.
  • Partner with regional and territory customer success leaders to execute Coupa’s go-to-market strategy.
  • Implement best practices and processes that help CSMs guide customers through each stage of the lifecycle.
  • Develop strategies to scale customer engagement across accounts, including digitizing the customer experience.
  • Drive initiatives to improve product adoption, customer retention, and growth metrics such as GRR and NRR.
  • Identify risk signals early and implement targeted customer intervention and retention plans.
  • Serve as a customer-facing field leader in account sponsorship, negotiations, inquiries, and escalations.
  • Build, mentor, and lead a team of experienced Customer Value Managers.
  • Foster a culture of continuous improvement, collaboration, and customer-centricity.
  • Use customer success platforms, CRM systems, and analytics to monitor health, forecast retention, and track success metrics.

Requirements

  • 10+ years of experience in customer success, professional services, and/or management consulting.
  • At least 5 years of leadership experience in a senior Customer Value Management or Customer Success role, or equivalent.
  • Background in a customer- or client-facing role in Source-to-Pay, Spend Management, or Trade Network execution.
  • Deep experience in SaaS or technology services with a focus on customer satisfaction, renewals, and expansion.
  • Demonstrated ability to manage diverse, distributed teams.
  • Strong ability to drive change and foster innovation.
  • Exceptional communication and relationship-building skills across business, technical, executive, and customer stakeholders.
  • Entrepreneurial mindset with proven ownership, problem-solving, and analytical capabilities.
  • Strategic thinking with strong operational acumen and experience managing financial and business KPIs.
  • Data-driven decision-making ability with a balance of short-term needs and 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 are a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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