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Coupa Software is seeking a Customer Success Field Operations Director to serve as a strategic advisor and operational partner to senior Customer Success leaders. You will drive alignment across customer-facing teams and optimize retention, renewal, and expansion performance through operational excellence and data-driven decision-making.
In this role, you will implement and execute Coupa's Revenue Operating Model across the Customer Success organization. Key responsibilities include owning the renewal forecasting process (including available-to-renew management), driving book-of-business segmentation and capacity planning, and developing best-practice processes for reporting, forecasting, and retention management. You will oversee the creation and distribution of retention, renewal, and customer health metrics while partnering with Finance and Revenue Operations to ensure reporting accuracy and alignment with company-level forecasting.
You'll act as a trusted advisor to Customer Success leadership, providing counsel on objectives and cadences that drive business goals. You will establish quality and consistency across revenue processes while minimizing administrative overhead, and actively contribute to enhancing business operations covering applications, data, reporting, and change management. Building strong relationships across Customer Success leadership and cross-functional departments (Revenue, Finance, IT) will be essential to influence decision-making and drive overall revenue effectiveness.
Coupa's platform leverages AI and industry-leading total spend management technology, informed by trillions of dollars of spend data across a global network of 10M+ buyers and suppliers. The company emphasizes pioneering technology, collaborative culture, and global impact.
REQUIREMENTS:
- Bachelor's degree in Business-related discipline (MBA and/or CPA an asset)
- 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
- Industry experience in B2B, HCM, and/or SaaS technology an asset
- Strong executive presence and communication skills; ability to lead through influence and credibility
- Solid leadership skills with ability to act independently
- Strong understanding of post-sales customer lifecycle (renewals, retention, expansion)
- Excellent analytical skills, problem-solving, organization, and attention to detail
- Sharp business acumen, judgment, and strong project management skills
- Ability to work in fast-paced, collaborative environment
- Results-driven and naturally curious
- Salesforce, Clari, Microsoft Excel, and revenue analytics experience required
- Experience in Gainsight or other Customer Success platforms and Tableau or other data visualization tools an asset
