VP, Americas Customer Success

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. 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 VP, Americas Customer Success to Coupa: The Vice President (VP) of Americas Customer Success will lead and scale our Americas customer value teams. In this critical leadership role, you will be responsible for leading the programs, processes, and methodologies that drive ongoing value realization, adoption and utilization, retention, and long-term partnerships with Coupa’s customers in the Americas. You will partner with internal and external delivery leaders during implementation of the software, and partner with Sales leadership to ensure the smooth renewal of customer entitlements in partnership with Sales. You will work closely with cross-functional teams, including Sales, Services, Partners, Product, Operations, Enablement and Marketing, to ensure a unified and excellent customer experience at every stage of the lifecycle. The ideal candidate will be a strong leader with experience in scaling global Customer Success teams, demonstrated thought leadership in Customer Success strategies, and a proven track record of successful execution in a dynamic, fast-paced environment. What You'll Do: Develop and execute a Customer Success strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with global peers to ensure a consistent and high-quality customer experience across all regions. Continuously optimize the customer journey, ensuring a seamless experience from onboarding to renewal and expansion. Implement best practices and processes that guide customers through each stage of the lifecycle. Develop proactive strategies to improve customer retention and adoption rates and minimize churn. Identify risk signals early and implement targeted intervention plans to retain customers. Collaborate with Sales teams to ensure timely contract renewals and expansions, preserving and growing GRR and NRR. Serve as the voice of the customer internally, gathering and communicating customer insights to inform product roadmap, service improvements, and overall business strategy. Lead the Americas customer value management teams to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence. Build, mentor, and lead a team of customer value managers and leaders. Foster a culture of continuous improvement, collaboration, and customer-centricity. Partner with Sales, Product, Marketing, Partners, Services, Enablement, and Operations teams to align on customer needs, deliver innovative solutions, and ensure customers achieve their desired outcomes. Lead the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics. What You Will Bring to Coupa: 10+ years of experience in customer success and/or professional services, with at least 5 years in a senior leadership role. Proven track record of managing large, distributed teams and scaling customer success operations. Ability to drive change and foster innovation. Deep experience in SaaS or technology services industries with a focus on customer satisfaction, renewals, and expansion. Exceptional communicator and relationship builder across diverse stakeholder groups including business, technical, and executive. Strong operational acumen with experience managing financial and business KPIs. Excellent leadership, communication, and interpersonal skills. Data-driven decision maker who can balance short-term needs with long-term goals. Ability to work cross-functionally and influence at all levels of the organization. Strong problem-solving and analytical capabilities. Strategic thinker with a customer-first mindset. Bachelor’s degree required; MBA or advanced degree preferred. 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. 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.