Strategic Customer Success Field Ops Leader

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 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.