VP, Americas Customer Success

coupa-software-inc-ats-1; Atlanta (GA); On-site; USD 200,000 - 320,000; 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 Inc. in Atlanta is seeking a VP, Americas Customer Success to lead and scale our Americas customer value teams, driving ongoing value realization, adoption, retention, and long-term partnerships with Coupa’s customers.

You will partner with internal and external delivery leaders during implementations and collaborate with Sales to ensure smooth renewals, with a focus on unified customer experience and data-driven strategies across the lifecycle.

Qualifications

• 10+ years in customer success and/or professional services.
• 5+ years in a senior leadership role.
• Experience scaling global customer success operations.
• SaaS or technology services industry experience.
• Exceptional communicator across business, technical and executive stakeholders.
• Strong operational acumen with KPI leadership.

Responsibilities

• Develop and execute a Customer Success strategy to enhance engagement and retention across the Americas.
• Scale and lead distributed customer value teams for consistent performance.
• Collaborate with Sales to ensure timely renewals and expansions while protecting GRR/NRR.
• Monitor customer health using CS platforms, CRM systems, and analytics.
• Drive adoption, expansion, and minimise churn with proactive plans.
• Partner with Product, Marketing, Partners, Services, Enablement, and Operations to align on needs.
• Mentor and lead the Americas customer value management teams toward excellence.

Skills

Customer success leadership

Strategic planning

Cross-functional collaboration

Executive communication

Data-driven decision making

Team mentoring

Education

Bachelor’s degree

MBA or advanced degree preferred

Job description

Why join Coupa?

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.

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

The Impact of a VP, Americas Customer Success to Coupa:

The Vice President (VP) of Americas Customer Success will lead and scale our Americas customer value teams. In this critical leadership role, you will be responsible for leading the programs, processes, and methodologies that drive ongoing value realization, adoption and utilization, retention, and long-term partnerships with Coupa’s customers in the Americas. You will partner with internal and external delivery leaders during implementation of the software, and partner with Sales leadership to ensure the smooth renewal of customer entitlements in partnership with Sales. You will work closely with cross-functional teams, including Sales, Services, Partners, Product, Operations, Enablement and Marketing, to ensure a unified and excellent customer experience at every stage of the lifecycle.

The ideal candidate will be a strong leader with experience in scaling global Customer Success teams, demonstrated thought leadership in Customer Success strategies, and a proven track record of successful execution in a dynamic, fast-paced environment.

What You’ll Do:

• Develop and execute a Customer Success strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with global peers to ensure a consistent and high-quality customer experience across all regions.
• Continuously optimize the customer journey, ensuring a seamless experience from onboarding to renewal and expansion. Implement best practices and processes that guide customers through each stage of the lifecycle.
• Develop proactive strategies to improve customer retention and adoption rates and minimize churn. Identify risk signals early and implement targeted intervention plans to retain customers.
• Collaborate with Sales teams to ensure timely contract renewals and expansions, preserving and growing GRR and NRR.
• Serve as the voice of the customer internally, gathering and communicating customer insights to inform product roadmap, service improvements, and overall business strategy.
• Lead the Americas customer value management teams to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence.
• Build, mentor, and lead a team of customer value managers and leaders. Foster a culture of continuous improvement, collaboration, and customer-centricity.
• Partner with Sales, Product, Marketing, Partners, Services, Enablement, and Operations teams to align on customer needs, deliver innovative solutions, and ensure customers achieve their desired outcomes.
• Lead the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics.

What You Will Bring to Coupa:

• 10+ years of experience in customer success and/or professional services, with at least 5 years in a senior leadership role.
• Proven track record of managing large, distributed teams and scaling customer success operations. Ability to drive change and foster innovation.
• Deep experience in SaaS or technology services industries with a focus on customer satisfaction, renewals, and expansion.
• Exceptional communicator and relationship builder across diverse stakeholder groups including business, technical, and executive.
• Strong operational acumen with experience managing financial and business KPIs.
• Excellent leadership, communication, and interpersonal skills.
• Data-driven decision maker who can balance short-term needs with long-term goals.
• Ability to work cross-functionally and influence at all levels of the organization.
• Strong problem-solving and analytical capabilities. Strategic thinker with a customer-first mindset.
• Bachelor’s degree required; MBA or advanced degree preferred.

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.