Customer Success Field Operations Director

Coupa Software, Inc. • New York, NY

6d • $128,000 - $179,333

About The Position

The mission of Customer Operations is to drive alignment across our customer-facing teams and optimize retention, renewal, and expansion performance. As the Customer Success Field Operations Director, you will serve as the strategic advisor and operational partner to senior Customer Success leaders. You’ll be responsible for increasing operational efficiencies, streamlining processes, managing performance metrics, and enabling data-driven decisions across the post-sales Revenue organization. Your responsibilities include renewal forecasting, retention and expansion planning, customer health and adoption analytics, book-of-business and capacity planning, performance management, reporting & analytics, business insights, business processes, and Customer Success tools, and ensuring the revenue excellence model is standardized and implemented across the Customer Success business.

Requirements

• 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.

Nice To Haves

• MBA and/or CPA an asset.
• experience in Gainsight or other Customer Success platforms and Tableau or other data visualization tools an asset.

Responsibilities

• 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.

Benefits

• 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 .
• comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection

What This Job Offers

• Job Type: Full-time
• Career Level: Director