Customer Success Director - 11417

What You'll Do

• Lead strategic planning sessions with C-suite stakeholders, shaping a multi-year Value Road Map that aligns customer business goals with long-term value delivery through regular Customer Value Reviews.
• Spearhead cross-functional initiatives across customer verticals to drive solution adoption and solve systemic business challenges.
• Design and oversee the execution of complex, multi-layered programs, ensuring rigorous risk management and the consistent delivery of high-impact results that align with the customers’ business priorities.
• Scale practice capabilities by defining and implementing operational standards that improve the efficiency and quality of the entire team’s output.
• Foster an inclusive environment where feedback and mentorship empower groups to collaborate, breaking down silos by developing the shared leadership skills necessary for collective success.
• Command confidence during high-stakes executive engagements, using deep business acumen to guide senior leaders through complex decision-making processes.

What You Will Bring to Coupa

• 10+ years of experience in customer-facing roles via customer success, professional services, and/or a management consulting role
• Strong candidates will possess a background in a customer/client facing role in Source-to-Pay, Spend Management. This can be combined with experience as a practitioner using S2P systems in upstream or downstream capacities.
• Preferred candidates will have spent 7+ years in the Canadian financial services industry, particularly banking.
• Deep experience in SaaS or technology services industries with a focus on customer satisfaction, renewals, and expansion.
• Exceptional communicator and relationship builder across stakeholder groups including business, technical, and executive - both internally and with Coupa customers.
• Entrepreneurial mindset with proven ability to take ownership, innovate, and drive outcomes through strong problem-solving and analytical capabilities.
• Strategic thinker with a customer-first mindset with strong operational acumen with experience managing financial and business KPIs.
• Data-driven decision maker who can balance short-term needs with long-term goals.…