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Coupa is seeking a Principal Product Manager to lead the Customer Success and Support AI portfolio within its AI Center of Excellence (AI COE). This strategic role owns the transformation of support and success operations into autonomous, proactive AI-driven workflows, designing a unified, intelligent, and connected operating environment.
You will serve as the critical bridge between Customer Success Operations (CSO) leadership, AI Platform and Engineering teams, IT Portfolio Managers, and AI Delivery teams. Working closely with AI Solution Architects, you will define the architecture, scaling strategy, and ongoing operations of Coupa's agentic ecosystem.
Key responsibilities include:
- Owning the product vision and strategy for customer success and support automation initiatives
- Partnering with cross-functional teams (AI engineering, platform, IT) to design and implement intelligent automation solutions
- Ensuring initiatives drive measurable improvements in customer retention, adoption, and operational efficiency
- Maintaining strict adherence to operational governance, compliance, and trust standards
- Leading the transition from manual to autonomous workflows across support and success functions
- Defining scaling strategies for AI agents and autonomous systems
Coupa's platform leverages trillions of dollars of spend data across a global network of 10M+ buyers and suppliers, powered by community-generated AI. This role is positioned at the intersection of product strategy and AI innovation, requiring someone who can balance business impact with technical feasibility and operational rigor.
The ideal candidate is strategic, operationally disciplined, and business-savvy, with experience in AI product management, automation, and cross-functional leadership in complex enterprise environments.
