Original listing text, shown exactly as published by the company.
What You’ll Do
- Strategic Planning & The Adoption Brief
- Define the "Golden Workflow": Collaborate with PMs during the design phase to map the ideal user path to "first value" and long-term stickiness.
- Architect Adoption Briefs: Own the creation of the Adoption Brief, establishing value hypotheses, customer segmentation, adoption strategy, and the "signals" that indicate a user has successfully adopted a feature.
- Instrumentation Strategy: Work with Engineering and Product Analytics to ensure features are tagged and instrumented before launch, ensuring 100% visibility into user behavior from Day 1.
Cross-Functional Execution
- Enablement Alignment: Partner with Marketing and Customer Success to translate adoption criteria into targeted in-app nudges, tutorials, and human-led outreach playbooks.
- Product-Led Growth (PLG): Design and monitor the effectiveness of automated onboarding sequences (simulations, tooltips, and email triggers) defined in the Adoption Brief.
Analysis & Iteration (The Feedback Loop)
- Friction Identification: Analyze telemetry data to find where users drop off. Distinguish between "UX friction" (it’s too hard to use) and "Value friction" (it’s not worth using).
- Facilitate Product Reviews: Lead the Post-Launch Review. Transform raw data into actionable insights for leadership, driving decisions to improve, pivot, or deprecate features. Validate & incorporate product investment decisions with adoption data.
- ROI & Value Realization: Connect feature adoption directly to business outcomes like Net Revenue Retention (NRR) and Time-to-Value (TTV) and cross-sell, upsell.
- Manage Qualitative Feedback Loops: Design and maintain structured processes to capture the "why" behind the telemetry, and package these insights into scalable reports for executive leadership.
- Telemetry Governance & Roadmap Influence: Establish a scalable, governed framework for consuming telemetry data. Goal is to democratize these insights so that ≥60% of SDLC roadmap prioritization across the R&D org is actively driven by customer usage and adoption data.
What You Will Bring to Coupa
- 3+ years in Product Ops, Customer Success Operations, or Product Management with a heavy emphasis on data-driven decision-making.
- Power-user experience with Product Analytics and Digital Adoption Platforms (e.g., Pendo, Mixpanel, Amplitude, or Gainsight PX).
- Ability to read/write basic SQL and understand event-tracking schemas (telemetry) for or SaaS and AI-native environments, including translating complex usage data (like AI token or credit consumption) into clear business metrics.
- The ability to tell a story with data moving beyond "what the numbers are" to "what we should do next."
- Flexibility to work to U.S timezone 3 days per week.
