Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.
Why join Coupa?
🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.
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Life at Coupa blog and hear from our employees about their experiences working at Coupa.
The Impact of a Strategic Programs Lead, Customer Success at Coupa:
The Strategic Programs Lead is a senior business partner to the Customer Success Leadership Team, driving organizational transformation, operational excellence, and strategic initiatives. They will work cross-functionally across Coupa to drive transformation programs that improve customer experience, unify customer insights, and ensure delivery of consistent value across the customer lifecycle.
What You'll Do:Work with cross-functional stakeholders to own and execute initiatives focused on ensuring a structured and seamless customer lifecycle from presales to renewal. This includes but is not limited to driving the Customer Engagement Model, designed to provide consistent customer touchpoints and well-orchestrated collaboration across teams, increasing customer satisfaction and supporting account growthLead the design and rollout of Customer Success Playbooks, standardizing best practices across customer adoption, value realization, and growthOversee the management and reporting of Customer Health insights, integrating customer data, analytics, and predictive insights to enhance decision-making and proactive engagement, ensuring visibility to customer health for teams and leaders across CoupaPartner with the SVP Customer Success to drive organizational transformation efforts, working with leadership and team members to align structure, processes, and tools to support the scaling of Customer Success functions in concert with Coupa’s growth and strategic visionAct as a trusted advisor and thought partner to the SVP, Customer Success and broader Value Servies leadership teamPartner with Customer Success Leaders to define success metrics and governance frameworks, ensuring accountability for customer outcomesEnhance Success Desks & Digital Success Models by integrating automation, self-service tools, and high-touch engagement strategiesLeverage data analytics to track customer health, renewal readiness, and predictive risk indicators in collaboration with Customer Success Operations & Data teamsDevelop dashboards, reporting frameworks, and performance tracking tools to enable data-driven decision-makingStreamline processes by optimizing handoffs between Sales, Implementation, and Customer Success, ensuring a seamless customer experienceImprove governance and standardization of Customer Success Programs, Customer Engagement Models, and Success Playbooks for scalability and consistencyLead change management efforts, ensuring teams adopt new methodologies and tools to enhance customer engagement and operational efficiencyRepresent Customer Success in strategic business planning discussions, ensuring that initiatives align with Coupa’s broader corporate strategyWhat You Will Bring to Coupa: 10+ years of experience in program leadership, transformation, customer success strategy, or operations, ideally within B2B SaaS or enterprise softwareProven experience leading cross-functional initiatives, aligning Sales, Product, and Customer Success to drive operational transformationStrong background in data analytics and business intelligence, with experience leveraging customer health metrics, predictive analytics, and dashboards to drive decision-makingExpertise in customer success frameworks, including customer lifecycle management, adoption playbooks, and engagement modelsAbility to synthesize complex challenges into actionable strategies, with a track record of delivering measurable business impactExceptional communication and leadership skills, with experience presenting to executive stakeholdersThe estimated pay range for this role is as follows:
•Based in New York: $145,350 - 171,000
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.
Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.
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