Customer Success Field Operations Director

Lever, Inc.; New York (NY); On-site; USD 128,000 - 179,000; Full time

Benefits offered by this job

Global Wellness Days

BirthdayTime-Off

VolunteerTimeOff (VTO)

EAP

Job summary

Coupa seeks a Customer Success Field Operations Director to align post-sales revenue functions and drive retention, renewal and expansion. You will partner with senior CS leaders to standardize processes and enable data-driven decisions across the Revenue organization.

You'll own renewal forecasting, ATR management, health metrics, and cross-functional planning to achieve revenue goals with rigor and impact.

Qualifications

• Bachelor’s degree in business or related field required.
• 5-8 years in Revenue Operations, Customer Success Operations, Sales Strategy or Business Operations.
• 5+ years in software and cloud platform businesses; B2B/SaaS experience preferred.
• Experience with Salesforce, Clari and Excel; Gainsight/Tableau a plus.

Responsibilities

• Act as trusted advisor to Customer Success leadership from strategy to execution.
• Implement and execute the Revenue Operating Model across CS org.
• Provide leadership to implement objectives and cadences for renewals and at-risk accounts.
• Own renewal forecasting, ATR management and renewal metrics reporting.
• Drive book-of-business segmentation, capacity planning, and cross-functional plans.
• Develop best-practices for reporting, forecasting, retention management and revenue ops.
• Oversee retention, renewal, and health metrics reporting and BI artefacts.
• Collaborate with Finance and Revenue Ops to align with company forecasts.
• Contribute to improving business operations processes across apps, data, and reporting.

Skills

Executive presence

Leadership

Stakeholder influence

Post-sales lifecycle knowledge

Analytical skills

Project management

Cross-functional collaboration

Attention to detail

Education

Bachelor's degree in Business-related discipline

MBA

CPA

Tools

Salesforce

Clari

Microsoft Excel

Gainsight

Tableau

Job description

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.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of a Customer Success Field Operations Director at Coupa:

The mission of Customer Operations is to drive alignment across our customer-facing teams and optimize retention, renewal, and expansion performance. As the Customer Success Field Operations Director,, you will serve as the strategic advisor and operational partner to senior Customer Success leaders. You’ll be responsible for increasing operational efficiencies, streamlining processes, managing performance metrics, and enabling data-driven decisions across the post-sales Revenue organization. Your responsibilities include renewal forecasting, retention and expansion planning, customer health and adoption analytics, book-of-business and capacity planning, performance management, reporting & analytics, business insights, business processes, and Customer Success tools, and ensuring the revenue excellence model is standardized and implemented across the Customer Success business.

What You'll Do:

• Act as the trusted advisor and partner to Customer Success leadership with credibility and influence from strategy to execution
• Implement and execute the Coupa Revenue Operating Model across the Customer Success organization.
• Provide leadership and counsel to Customer Success leaders to implement objectives and cadences — including renewal forecast reviews and at-risk account cadences — that appropriately reflect and drive our business goals.
• Own the operating rhythm for renewal forecasting, including available-to-renew (ATR) management and the accuracy and consistency of renewal rate, churn, and expansion reporting.
• Drive book-of-business segmentation, coverage, and capacity planning processes and related activities, working with cross-functional teams to build plans that align to corporate goals and strategy.
• Develop and implement best-practices, processes, and cadences to establish quality, accuracy, and process consistency across reporting, forecasting, retention management, and overall revenue process optimization while minimizing administrative overhead.
• Oversee the creation, accuracy, and efficient distribution of retention, renewal, and customer health metrics, reports, and other revenue-related business intelligence essential to the organization.
• Partner with Finance and Revenue Operations peers to ensure renewal, churn, and net retention reporting reconciles with company-level forecasting and planning.
• Actively contribute to the enhancement of business operations processes covering applications, data, reporting, field engagement and project/change management.
• Build strong relationships across Customer Success leadership and other cross-functional departments to influence decision making, drive process optimization and overall revenue effectiveness.

What You Will Bring to Coupa:

• Strong executive presence and communication skills, and an ability to lead through influence and credibility across an organization.
• Solid leadership skills with the ability to act independently.
• Ability to manage and influence stakeholders
• Strong understanding of the post-sales customer lifecycle — renewals, retention, and expansion — with the ability to translate that knowledge to other teams, including Revenue, Customer Success, Finance, IT, and other revenue support teams.
• Excellent analytical skills combined with strong problem solving and organization skills and a high attention to detail.
• Sharp business acumen and judgement, and strong project management skills.
• Ability to work in a fast-paced, collaborative environment.
• Results driven and naturally curious with an ability to motivate those around them.
• Bachelor's degree in Business-related discipline; MBA and/or CPA an asset.
• 5-8 years of relevant experience in Revenue Operations, Customer Success Operations, Sales Strategy or Business Operations.
• 5+ years of experience in the software industry and cloud platform businesses. Industry experience in B2B, HCM and/or SaaS technology an asset.
• Salesforce, Clari, Microsoft Excel, and other revenue analytics experience required, with experience in Gainsight or other Customer Success platforms and Tableau or other data visualization tools an asset.

$128,000 - $179,333 a year

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.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days:Enjoy two designated, company-wide paid wellness daysoffeach year (typically the first Friday in March and the last Friday in September) so the entire global team can unplug, step away, and recharge together.
• BirthdayTime-Off:Celebrate your day!Coupa provides a paid dayoffon yourbirthdayor another day of your choice within yourbirthdaymonth.
• VolunteerTimeOff(VTO):Giving back is in our DNA.We offer 40 hours of paid VTO annually to support the community initiatives and volunteer programs you are passionate about.
• Employee Assistance Program (EAP):Access free, confidential, 24/7/365 counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents.
• Business Travel Protection:Travel with peace of mind.Zurich Travel Assist provides medical, safety, pre-trip planning, and emergency support during any business travel.
• Referral Bonus Program:Share the Coupa experience!Receive generous monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles.

Please note: In addition to these global well-being perks, Coupa offers highly competitive, location-specific benefits packages (which include comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection) tailored to your primary work location. Your recruiter will walk you through the specific regional benefits package for this role during the interview process.

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.

Please be advised that inquiries or resumes from recruiters will not be accepted.

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