Product Success Director - 11066
About The Position
The Product Success Director is responsible for ensuring customers realize measurable business value from Coupa's products. This role acts as a bridge between customers, Product, and Go-To-Market teams, driving product adoption, value realization, and long-term customer success. The position combines product expertise, customer engagement, and data-driven insights to guide customers through their product journey, from onboarding to expansion. The Product Success Director will serve as the "voice of the product" to the customer and the "voice of the customer" back to the Product Management & Engineering teams, influencing feature adoption and shaping the product roadmap based on real-world usage data and feedback.
Requirements
- 8+ years in a SaaS environment (Product Management, Presales, Customer Success, or Consulting) or ex Procurement and Supply Chain practitioner with deep expertise in Procurement technology
- Strong understanding of procurement, finance, supply chain, or spend management processes
- Proven experience driving enterprise software adoption, customer outcomes and value realization
- Strong storytelling skills to translate product capabilities into business outcomes
- Excellent stakeholder management skills
- A deep desire to understand user pain points and a problem-solver mindset
Responsibilities
- Own the product success strategy for a portfolio of products/customers/regions
- Drive product adoption, feature utilization, and time-to-value
- Partner with customers to define success criteria, KPIs, and value outcomes
- Conduct regular product reviews, health checks, and roadmap alignment sessions
- Conduct Product Deep Dives to help existing customers leverage advanced modules they may be underutilizing
- Become a trusted product expert and advisor to customers and field teams
- Facilitate tighter and ongoing collaboration between product management and SMEs (Subject matter experts) from Solution and Value Advisory (SVA), Customer Value Management (CVM) and Professional Services (PS)
- Participate in Product Steering forums to prioritize the roadmap based on customer impact and retention risk
- Support onboarding and major product rollouts
- Capture customer feedback, pain points, and enhancement requests via forums such as Customer Advisory Boards, Product Innovation Council etc.
- Partner with Product Management to influence roadmap priorities
- Advocate for customer needs across Engineering, Support, and Sales
- Identify product gaps and adoption risks early
- Establish structured feedback loops from field teams to Product
- Surface enablement gaps, adoption blockers, and usability issues
- Influence product roadmap and documentation improvements
- Represent field readiness and adoption perspectives in product discussions
- Work closely with Customer Success, Sales & Presales, and Professional Services
- Support renewals and expansions by demonstrating product value
- Contribute to customer success plans and executive business reviews
- Align with Marketing on customer stories and product messaging
- Bridge the gap between Sales and Product by ensuring the sales team understands the latest capabilities and value propositions
- Monitor product usage data and customer health metrics
- Identify trends, risks, and opportunities for optimization
- Create reports and insights to guide customer and internal decisions
- Drive continuous improvement of product success processes
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
