Director, Customer Value Management

The Director, Customer Value Management will lead a segment within the Enterprise Customer Value Management organization. In this critical leadership role, you will be responsible for leading execution of the programs, processes, and methodologies that drive ongoing value realization, adoption and utilization, retention, and long‑term partnerships with Coupa’s customers in your segment. You will partner with internal and external delivery leaders during implementation of the software, and partner with Sales leadership to ensure growth opportunities are captured and customer entitlements are renewed smoothly. You will work closely with cross‑functional teams, including Sales, Services, Partners, Product, Operations, Enablement and Marketing (including Customer Advocacy initiatives – Events, References and Reviews), to ensure a unified and excellent customer experience at every stage of the lifecycle. You will foster executive relationships with customers in your region through various methods including 1‑1 meetings. Responsibilities Lead your Enterprise CVM segment to ensure the consistent delivery of high‑quality, value‑added engagement, driving customer outcomes and ensuring operational excellence. Execute against Coupa’s GTM strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with regional peers to ensure a consistent and high‑quality customer experience. 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 and support CVMs in successful engagement with their customers. Identify customer retention risk signals early and implement targeted intervention plans to retain customers. Coach CVMs on strategies to retain and grow their accounts. Collaborate with Sales and Revenue Operations teams to ensure timely contract renewals and expansions, preserving and growing GRR and NRR. Serve as a customer‑facing field leader, both proactively through account sponsorship as well as in response to inquiries, negotiations, and escalations. Build, mentor, and lead a team of experienced Customer Value Directors and Managers. Foster a culture of continuous improvement, collaboration, and customer‑centricity. Model and innovate in the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics. Qualifications 10+ years of experience in customer success, professional services, and/or a consulting role with at least 5 years in a senior‑level Customer Value Management / Customer Success role or equivalent. Strong candidates will possess a background in a customer/client facing role in Source‑to‑Pay with a focus on customer satisfaction, renewals, and expansion. Demonstrated ability to inspire, motivate, and manage diverse, geographically distributed teams, with a track record of elevating team performance over individual execution. Strong communicator and mentor who can guide their team through complex decision‑making processes and help them command confidence during high‑stakes executive engagements. Ability to drive change and foster innovation. Experience in SaaS or technology services industries. Exceptional communicator and relationship builder across stakeholder groups including business, technical, and executive – both internally and with Coupa customers. Strong operational acumen with experience managing financial and business KPIs. 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. Ability to travel 25‑50% of the time. 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. #J-18808-Ljbffr