Customer Value Director (Customer Success)

coupa-software-inc-ats-1; Phoenix (NC); Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Global Wellness Days

Birthday Time-Off

Volunteer Time Off (VTO)

Employee Assistance Program (EAP)

Business Travel Protection

Referral Bonus Program

Job summary

Coupa Software is seeking a Customer Value Director to manage strategic post-go-live relationships, ensuring retention and growth across Coupa’s platform. The role requires deep P2P or S2C expertise, strong executive engagement, and an entrepreneurial SaaS mindset.

The director will lead value-based conversations, craft tailored success plans, and coordinate cross-functional teams to deliver measurable business reviews and expanded adoption.

Qualifications

• Deep expertise in P2P or S2C domains and client relationship management.
• Proven ability to influence executives and lead value-based conversations.
• Strong project management, communication, and analytical skills.

Responsibilities

• Act as post-go-live primary contact, driving customer success and satisfaction.
• Develop and execute customer value plans and value reviews to ensure measurable outcomes.
• Support renewals, expansions, and increasing annual contract value through proactive engagement.
• Provide ongoing enablement and share product updates to optimize solutions.
• Coordinate internal teams to meet customer needs and strategic initiatives.

Skills

P2P/S2C domain expertise

Executive engagement

Project management

Analytical communication

SaaS entrepreneurial mindset

Education

Bachelor’s degree (Master’s preferred)

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 Customer Value Director (Customer Success) At Coupa.

This role is responsible for managing strategic customer relationships post-go-live, ensuring measurable success, retention, and growth across Coupa’s platform. The ideal candidate brings deep P2P or S2C domain expertise, combined with strong executive engagement skills and a proven ability to lead value-based conversations that influence outcomes. They will drive customer value by executing tailored success plans, coordinating cross-functional teams, and delivering impactful business reviews. Strong communication, project management, and analytical capabilities are essential to proactively identify opportunities, manage expectations, and expand solution adoption. With an entrepreneurial mindset and SaaS background, this leader serves as a trusted advisor, aligning customer goals with Coupa’s evolving capabilities.

What You Will Do:

• Act as the primary post-go-live contact for customers, serving as a trusted advisor and strategic partner to drive customer success and satisfaction.
• Develop and execute customer value plans, including value framework workshops, check-ins, and periodic business/value reviews to ensure measurable outcomes.
• Support customer growth and retention goals, including renewals, solution expansion, and increasing annual contract value through proactive engagement.
• Provide ongoing communication and enablement, sharing best practices, product updates, and relevant Coupa insights to help customers optimize their solutions.
• Coordinate internal Coupa resources and align cross-functional efforts, to meet customer needs and support strategic initiatives and customer campaigns.

What You Will Bring To Coupa:

• Deep expertise in P2P or S2C domains, with a strong background in customer and client relationship management across complex environments.
• Proven ability to influence and engage executive stakeholders, including experience managing client expectations and leading value-based business conversations.
• Strong project management skills, capable of coordinating cross-functional teams and driving successful outcomes in dynamic, enterprise settings.
• Exceptional communication and analytical skills, with the ability to present to executive audiences, write professionally, and leverage data for insights.
• Entrepreneurial mindset with a background in SaaS/software solutions, and a minimum of a bachelor’s degree (master’s preferred).

#LI-REMOTE

#LI-AA2

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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