Digital Customer Success Manager - 11601

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins. Why join Coupa? 🔹 Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend. 🔹 Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. 🔹 Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other. Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa. The Impact of a Digital Customer Success Manager at Coupa: As a Digital Customer Success Manager at Coupa, you will be at the forefront of our scalable customer success strategy. In this role, you will manage a large portfolio of customers in a shared environment driven by both incoming customer queries and proactive data insights, ensuring our customers have the resources and guidance they need to successfully adopt Coupa solutions. To drive platform adoption and value, you will resolve incoming customer inquiries through targeted 1-on-1 engagements, leveraging your Coupa product expertise, internal resources, and our self-service digital hub. By identifying trends in these inquiries, you will pinpoint knowledge gaps and proactively build new self-service content to continuously elevate our resources. As you will have direct interaction with clients daily, excellent written and verbal communication skills coupled with product and technical acumen are key to this role. What You’ll Do Serve as a strategic advisor for customers, resolving inbound inquiries through targeted 1-on-1 engagements that remove roadblocks and accelerate their time-to-value with Coupa Analyze incoming questions to identify knowledge gaps and proactively author new self-service content, enriching our digital hub and enabling future customers to self-serve Utilize your technical acumen and excellent communication skills to translate complex concepts into easily digestible guidance for a diverse range of customers Collaborate seamlessly with internal teams (including Sales, Support, Professional Services and other specialized resources) to route complex issues, share frontline insights, and continuously optimize the customer experience What You Will Bring to Coupa Practitioner-level knowledge of Coupa Business Spend Management (BSM) software is required 3–4 years of experience in Customer Success, Support, or SaaS consulting Professional proficiency in English (C1 level or higher) is required Professional proficiency in Portuguese (C1 level or higher) is strongly preferred Exceptional communication skills, with the ability to explain complex technical concepts simply Strong time-management skills to easily prioritize and manage a high-volume, reactive queue Analytical mindset to spot inquiry trends and draft clear self-service materials (FAQs, Admin user guides) Experience utilizing both general workflow automation and modern generative AI tools (like Gemini) to streamline processes, improve efficiency, and create content Experience with CS platforms, CRMs, or ticketing systems #LI-Hybrid #LI-TC1 Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment. Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees. Please be advised that inquiries or resumes from recruiters will not be accepted. By submitting your application, you acknowledge that you have read Coupa’s Privacy Policy and understand that Coupa receives/collects your application, including your personal data, for the purposes of managing Coupa's ongoing recruitment and placement activities, including for employment purposes in the event of a successful application and for notification of future job opportunities if you did not succeed the first time. You will find more details about how your application is processed, the purposes of processing, and how long we retain your application in our Privacy Policy.