Customer Success Field Operations Director

Openkrill; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Travel Protection

Referral Bonus Program

Job summary

Coupa is seeking a Revenue Operations leader to partner with Customer Success and Finance to optimize renewal forecasting, retention, and revenue processes. You will drive strategic initiatives, establish operating rhythms, and influence cross-functional teams to align to corporate goals.

The role requires deep analytical skills, executive presence, and a track record in software/SaaS environments. The successful candidate will implement best practices, manage ATR and renewal metrics, and shape

Qualifications

• Strong executive presence and ability to influence across an organization.
• Experience leading Revenue Operations, Customer Success Operations, Sales Strategy or Business Operations.
• Solid understanding of post-sales lifecycle: renewals, retention, and expansion.
• Experience with revenue analytics tools (Salesforce, Clari, Gainsight, Tableau).
• Bachelor's degree required; MBA/CPA asset preferred.

Responsibilities

• Act as trusted advisor to Customer Success leadership from strategy to execution.
• Implement and execute the Coupa Revenue Operating Model across Customer Success.
• Provide leadership to implement renewal forecasting and at-risk cadences.
• Own operating rhythm for renewal forecasting, ATR management, and renewal metrics.
• Drive segmentation, coverage, and capacity planning with cross-functional teams.
• Develop and implement best practices for reporting, forecasting, retention, and revenue processes.
• Oversee creation and distribution of retention, renewal, and health metrics reports.
• Collaborate with Finance and Revenue Operations to reconcile with forecasting.
• Contribute to business operations process enhancements across data, reporting, and projects.
• Build strong cross-functional relationships to influence decisions.

Skills

Executive presence and communication

Leadership

Stakeholder management

Analytical thinking

Project management

Fast-paced adaptation

Results-driven

Business acumen

Education

Bachelor's in Business

MBA or CPA asset

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.

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.

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

At Coupa, we are 100% committed to creating and nurturing an environment that supports your physical, mental, and community well‑being. We offer a comprehensive suite of benefits designed to help you and your family thrive:

Global Well-Being Perks (For All Employees Globally)

• Global Wellness Days: Enjoy two designated, company-wide paid wellness days off each 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 .
• Birthday Time-Off: Celebrate your day! Coupa provides a paid day off on your birthday or another day of your choice within your birthday month .
• Volunteer Time Off (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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