Original listing text, shown exactly as published by the company.
What You'll Do
Own the Customer Collaboration Operating Model
- Define and operationalize Coupa’s Customer Collaboration Programs, including:
- Early Adopter Programs (EAP)
- Limited Availability (LA)
- Managed Availability (MA)
- Establish clear program definitions, objectives, guardrails, and success criteria for each collaboration model
- Ensure consistent application of these programs across product lines, preventing ad-hoc or inconsistent customer exposure
- Strategic Program Leadership
- Serve as the executive owner for how customers are:
Selected and onboarded into collaboration programs
- Engaged throughout the program lifecycle
- Offboarded or transitioned as capabilities mature
- Balance customer value, product learning, operational risk, and GTM readiness in all program decisions
- Act as a trusted advisor to Product, Engineering, and GTM leaders on when and how to engage customers pre-GA
- Cross-Functional Orchestration
- Work in close concert with:
- Product Management & Engineering to align learning objectives, readiness expectations, and instrumentation
- Product Marketing & Customer Marketing to validate messaging constraints, positioning readiness, and launch sequencing
- Customer Success & Support to ensure enablement, escalation paths, and operational readiness
- Drive alignment through clear standards, structured forums, and data-backed recommendations
- Customer Insight & Feedback Systems
- Design and scale mechanisms to capture, synthesize, and operationalize customer feedback from collaboration programs
- Ensure insights flow back into:
- Product and engineering decisions
- GTM readiness and enablement
- Adoption and value realization strategies
- Partner with Community, and Customer Advisory Boards (CABs), Product Innovation Councils (PICs) run by Product Success, and other customer collaboration vehicles as appropriate
- Governance, Standards & Scale
- Define and maintain standard operating principles, templates, runbooks, and tooling for customer collaboration programs
- Establish governance to ensure programs are:
- Intentional, not opportunistic
- Measured, not anecdotal
- Scalable, not bespoke
- Continuously evolve the model based on outcomes, organizational maturity, and customer needs
- Metrics, Insights & Executive Reporting
- Define and track evidence-based success metrics across:
- Adoption and usage
- Usability and customer experience
- Operational readiness and supportability
- Value realization and risk
- Provide executive-level insights and recommendations on:
- Program progression
- Readiness to advance to GA
- Areas requiring remediation or investment
What You Will Bring to Coupa
- Strong operating-model and systems thinking
- Ability to lead through influence and structure rather than authority
- Comfort navigating ambiguity and driving clarity
- Data-driven decision maker with experience defining leading and lagging indicators
- Executive-level communication and stakeholder management skills
- 10+ years of experience in Product Operations, Customer Programs, Technical Program Management, Platform Operations, or Product Enablement
- Proven experience designing and scaling customer collaboration, beta, pilot, or early access programs in a B2B SaaS environment…
