Coupa boosts margins by combining community-driven AI with a leading spend management platform for companies of all sizes. Coupa AI draws on trillions of dollars in global spend data from a network of more than 10 million buyers and suppliers. We enable you to predict, prescribe, and automate smarter, more profitable decisions that strengthen operating margins.

Why join Coupa?

• Cutting-Edge Innovation: We use advanced technology to give customers greater visibility and efficiency in managing their spend.
• Collaborative Environment: Our culture is rooted in transparency, teamwork, and a shared drive for excellence.
• Global Reach: Your work will make a measurable impact on customers, the business, and your colleagues worldwide.

Visit the Life at Coupa blog to learn more and hear directly from our employees.

The Impact of a Strategic Programs Lead, Customer Success at Coupa:

This role serves as a key strategic partner to the Customer Success Leadership Team, leading organizational transformation, operational improvements, and major initiatives. You will partner across the company to develop programs that enhance customer experience, unify insights, and ensure consistent value delivery throughout the customer lifecycle.

What You’ll Do:

• Collaborate across teams to drive initiatives that create a structured, seamless customer journey from presales through renewal, including advancing the Customer Engagement Model to improve satisfaction and support account growth.
• Lead the creation and implementation of Customer Success Playbooks to standardize best practices in adoption, value delivery, and expansion.
• Manage and report on Customer Health insights by combining data, analytics, and predictive indicators to guide better decisions and proactive engagement.
• Support the SVP of Customer Success in driving organizational transformation, aligning structure, processes, and tools with Coupa’s growth and strategy.
• Serve as a trusted advisor to the SVP and the Value Services leadership team.
• Define success metrics and governance models with Customer Success Leaders to ensure accountability for outcomes.
• Enhance Success Desks and Digital Success Models using automation, self-service tools, and high-touch engagement.
• Use analytics to monitor customer health, renewal readiness, and risk indicators in partnership with Operations and Data teams.
• Develop dashboards, reporting systems, and performance tracking tools to support data-driven decisions.
• Improve handoffs between Sales, Implementation, and Customer Success to create a smoother customer experience.
• Standardize Customer Success Programs, Engagement Models, and Playbooks for scale and consistency.
• Lead change management efforts to help teams adopt new tools and methodologies.
• Represent Customer Success in strategic planning to ensure alignment with broader company goals.

What You Will Bring:

• More than 10 years of experience in program leadership, transformation, customer success strategy, or operations, ideally within B2B SaaS or enterprise software.
• Proven ability to lead cross-functional programs and align Sales, Product, and Customer Success for operational change.
• Strong skills in data analytics and business intelligence, including the use of customer health metrics and predictive analytics.
• Expertise in customer success frameworks, lifecycle management, playbooks, and engagement models.
• Ability to translate complex issues into clear, actionable strategies with measurable impact.
• Outstanding communication and leadership abilities, with experience presenting to executives.

The estimated pay range for this role:

• New York: $145,350 to $171,000

Starting salary will depend on permitted, non-discriminatory factors such as experience, skills, and location within the state.

Coupa follows all equal opportunity laws and is committed to an inclusive, fair workplace. Hiring, compensation, training, and performance evaluations are conducted equitably, and all qualified candidates receive equal consideration.

Recruiter inquiries or resumes will not be accepted.

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