Strategic Programs Lead, Customer Success - 10032

Coupa Software; New York (NY); On-site; USD 145,000 - 171,000; Full time

Job summary

An established industry player is seeking a Strategic Programs Lead for Customer Success to enhance customer experience and operational efficiency. This role involves leading cross-functional initiatives, leveraging data analytics, and developing customer success frameworks to ensure a seamless customer lifecycle. You will work closely with leadership teams to drive transformation, improve governance, and represent customer success in strategic discussions. Join a collaborative culture where your contributions will have a global impact and help shape the future of customer engagement.

Qualifications

• 10+ years of experience in program leadership or customer success strategy.
• Strong background in data analytics and business intelligence.

Responsibilities

• Drive organizational transformation and operational excellence.
• Lead design and rollout of Customer Success Playbooks.

Skills

Program Leadership

Customer Success Strategy

Data Analytics

Cross-functional Collaboration

Communication Skills

Leadership Skills

Education

Bachelor's Degree

Master's Degree

Tools

Business Intelligence Tools

Data Analytics Software

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 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:

1. 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 growth.
2. Lead the design and rollout of Customer Success Playbooks, standardizing best practices across customer adoption, value realization, and growth.
3. Oversee 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 Coupa.
4. Partner 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 vision.
5. Act as a trusted advisor and thought partner to the SVP, Customer Success and broader Value Services leadership team.
6. Partner with Customer Success Leaders to define success metrics and governance frameworks, ensuring accountability for customer outcomes.
7. Enhance Success Desks & Digital Success Models by integrating automation, self-service tools, and high-touch engagement strategies.
8. Leverage data analytics to track customer health, renewal readiness, and predictive risk indicators in collaboration with Customer Success Operations & Data teams.
9. Develop dashboards, reporting frameworks, and performance tracking tools to enable data-driven decision-making.
10. Streamline processes by optimizing handoffs between Sales, Implementation, and Customer Success, ensuring a seamless customer experience.
11. Improve governance and standardization of Customer Success Programs, Customer Engagement Models, and Success Playbooks for scalability and consistency.
12. Lead change management efforts, ensuring teams adopt new methodologies and tools to enhance customer engagement and operational efficiency.
13. Represent Customer Success in strategic business planning discussions, ensuring that initiatives align with Coupa’s broader corporate strategy.

What You Will Bring to Coupa:

1. 10+ years of experience in program leadership, transformation, customer success strategy, or operations, ideally within B2B SaaS or enterprise software.
2. Proven experience leading cross-functional initiatives, aligning Sales, Product, and Customer Success to drive operational transformation.
3. Strong background in data analytics and business intelligence, with experience leveraging customer health metrics, predictive analytics, and dashboards to drive decision-making.
4. Expertise in customer success frameworks, including customer lifecycle management, adoption playbooks, and engagement models.
5. Ability to synthesize complex challenges into actionable strategies, with a track record of delivering measurable business impact.
6. Exceptional communication and leadership skills, with experience presenting to executive stakeholders.

The 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.

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

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