Customer Success Field Operations Director

Coupa Software, Inc. • New York, NY

39d • $128,000 - $179,333

About The Position

The Customer Success Field Operations Director acts as a trusted advisor and partner to Customer Success leadership, influencing strategy and execution. The role implements Coupa’s Revenue Operating Model across Customer Success and leads operating processes for renewals, forecasting, retention, and revenue effectiveness. It partners with Finance, Revenue Operations, and other cross-functional teams to align business plans, reporting, and processes with corporate goals.

Requirements

• Strong executive presence and communication skills, with the ability to lead through influence and organizational credibility.
• Solid leadership skills and the ability to act independently.
• Ability to manage and influence stakeholders.
• Strong understanding of the post-sales customer lifecycle, including renewals, retention, and expansion, and ability to communicate that knowledge to Revenue, Customer Success, Finance, IT, and other revenue support teams.
• Excellent analytical, problem-solving, and organizational skills, with strong attention to detail.
• Strong business acumen and judgment, and strong project management skills.
• Ability to work in a fast-paced, collaborative environment.
• Results-driven and naturally curious, with the ability to motivate others.
• Bachelor’s degree in a business-related discipline.
• 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.
• Experience with Salesforce, Clari, Microsoft Excel, and other revenue analytics.

Nice To Haves

• MBA and/or CPA.
• Industry experience in B2B, HCM, and/or SaaS technology.
• Experience with Gainsight or other Customer Success platforms.
• Experience with Tableau or other data visualization tools.

Responsibilities

• Act as a trusted advisor and partner to Customer Success leadership, bringing credibility and influence from strategy through execution.
• Implement and execute the Coupa Revenue Operating Model across the Customer Success organization.
• Counsel Customer Success leaders on implementing objectives and cadences, including renewal forecast reviews and at-risk account cadences.
• Own the operating rhythm for renewal forecasting, including available-to-renew (ATR) management and accurate, consistent renewal rate, churn, and expansion reporting.
• Drive book-of-business segmentation, coverage, and capacity planning with cross-functional teams to align plans with corporate goals and strategy.
• Develop and implement best practices, processes, and cadences that improve quality, accuracy, and consistency across reporting, forecasting, retention management, and revenue process optimization while minimizing administrative overhead.
• Oversee the creation, accuracy, and distribution of retention, renewal, and customer health metrics, reports, and other revenue-related business intelligence.
• Partner with Finance and Revenue Operations peers to reconcile renewal, churn, and net retention reporting with company-level forecasting and planning.
• Contribute to improvements in business operations processes involving applications, data, reporting, field engagement, and project and change management.
• Build relationships across Customer Success leadership and other departments to influence decisions, optimize processes, and improve revenue effectiveness.

Benefits

• Two company-wide paid wellness days each year.
• A paid day off for the employee’s birthday, or another day of their choice within their birthday month.
• 40 hours of paid volunteer time off annually.
• Free, confidential, 24/7/365 Employee Assistance Program access, including counseling and work-life, financial, legal, and new-parent resources.
• Business travel medical, safety, pre-trip planning, and emergency support through Zurich Travel Assist.
• Monetary referral bonuses for successful employee referrals.
• Location-specific benefits packages, including medical and dental insurance, retirement or pension plans, and life or accident protection.

What This Job Offers

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