Customer Success Field Operations Director

• 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. 

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.