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Director, Customer Value Management - 11450

3 hours, 26 minutes ago
United States
Full-time
Executive
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 59

Description

  • Lead an enterprise Customer Value Management segment and ensure consistent, high-quality customer engagement and operational excellence.
  • Execute Coupa’s go-to-market strategy to improve customer engagement, satisfaction, product utilization, retention, and expansion.
  • Optimize the customer journey from onboarding through renewal and expansion.
  • Implement best practices and lifecycle processes that help customers realize value and support Customer Value Managers in client engagements.
  • Identify customer retention risks early and develop targeted intervention plans.
  • Coach Customer Value Managers on account retention and growth strategies.
  • Partner with Sales and Revenue Operations to support timely renewals and expansions and help protect and grow GRR and NRR.
  • Serve as a customer-facing field leader in account sponsorships, negotiations, inquiries, and escalations.
  • Build, mentor, and lead a team of Customer Value Directors and Managers.
  • Use customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track success metrics.

Requirements

  • 10+ years of experience in customer success, professional services, and/or consulting.
  • At least 5 years in a senior-level Customer Value Management or Customer Success role, or equivalent experience.
  • Background in a customer- or client-facing Source-to-Pay role with focus on satisfaction, renewals, and expansion.
  • Experience leading diverse, geographically distributed teams.
  • Ability to inspire, motivate, and manage teams while elevating team performance over individual execution.
  • Strong communication and mentoring skills for complex decision-making and executive-level engagements.
  • Experience driving change and fostering innovation.
  • Experience in SaaS or technology services industries.
  • Strong operational acumen with experience managing financial and business KPIs.
  • Ability to travel 25-50% of the time.

Interested in this position?

Apply directly on the company website

Apply Now

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