Regional VP, Digital 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.

The Impact of an RVP, Digital Customer Success at Coupa:

We are seeking an experienced and strategic leader to scale and lead our Digital Customer Success functions. This pivotal role is responsible for defining and executing a scalable, AI-enabled, data-driven, and proactive customer success experience for our global portfolio of customers. You will leverage automation, data analytics, and self-service resources to drive customer adoption, health, and retention, complementing our high-touch Customer Success programs.

The ideal candidate will be a strong leader with experience leading customers to value by scaling Customer Success teams and operations through automated, repeatable systems and tech-enabled tools. Strong candidates will have hands-on experience in scaled customer engagement in the enterprise software space, demonstrated thought leadership in Customer Success tools and scaling strategies, and a track record of successful execution in a scaled model leading to improvements in customer satisfaction, renewal rates, and revenue growth.

What You'll Do:

• Develop and lead Coupa’s Digital and Scaled Customer Success programs, aligning with the company's broader goals for overall customer experience and revenue growth.
• Establish a global Success Desk service bureau, a highly scalable, data-driven, proactive, and responsive function serving both customer and internal needs, ensuring every customer has the resources and guidance needed to maximize their Coupa investment
• Build and deliver a Digital Customer Success experience for Mid-market and Corporate customers covering the entire customer lifecycle, including onboarding, adoption, expansion, and renewal, with mechanisms for customers to self-serve information and resources.
• Build, mentor, and lead a high-performing team focused on digital customer engagement and delivery of high-quality customer experiences at scale.
• Lead the implementation of automated processes including onboarding, activation campaigns, customer health scoring, and risk identification processes.
• Drive global messaging campaigns to encourage feature adoption, mitigate risks, and strengthen customer engagement.
• Oversee the creation and maintenance of a comprehensive self-service knowledge base of tutorials, documentation, and success playbooks.
• Partner with Business Operations to establish a robust reporting and analytics framework to track key metrics, identify trends, and inform strategic decisions.
• Support the generation of new expansion opportunities (upsell/cross-sell)
• Collaborate closely with Customer Success Leadership, Sales, Support, Product, and Marketing teams to ensure seamless customer experiences and alignment of strategies.

What You Will Bring to Coupa:

• 5+ years in Customer Success leadership roles, with a proven track record of scaling digital customer success programs for enterprise SaaS companies.
• Deep understanding of the enterprise SaaS business model and how Customer Success contributes to revenue growth (GRR and NRR).
• Strong expertise in leveraging automation, AI tools, data analytics, and self-service strategies to drive customer outcomes at scale.
• Proven ability to define, implement, and optimize customer health scoring models and engagement campaigns.
• Experience with relevant customer success platforms and tools (e.g., Gainsight, Totango, Intercom, Salesforce).
• Exceptional communicator and relationship builder across stakeholder groups including business, technical, and executive.
• Ability to travel 25% of the time including domestic and international travel

The estimated pay range for this role is $209,000 - $237,000 + eligibility for commission

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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.

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