Customer Success Field Operations Director

Job not on LinkedIn

🔥 0 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $128k - $179.3k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Coupa Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Coupa Software is a leading provider of business spend management solutions. Their platform focuses on optimizing and transforming direct and indirect spend across procurement, finance, supply chain, and IT. Coupa leverages AI and extensive data insights to drive cost efficiencies, manage supplier relationships, and mitigate risks. With products covering areas such as invoicing, payments, expense management, and supply chain collaboration, Coupa serves a wide range of industries including automotive, healthcare, retail, and more. Their comprehensive community and partner ecosystem enable organizations to unlock hidden savings and improve compliance, promoting growth and resilience in a changing economic climate.

📋 Description

• Serve as strategic advisor and operational partner to senior Customer Success leaders • Implement and execute Coupa's Revenue Operating Model across the Customer Success organization • Establish objectives and cadences, including renewal forecast reviews and at-risk account cadences • Own renewal forecasting operations, including available-to-renew management and renewal, churn, and expansion reporting accuracy • Drive book-of-business segmentation, coverage, and capacity planning with cross-functional teams • Develop and implement best practices, processes, and cadences for reporting, forecasting, retention management, and revenue process optimization • Oversee creation, accuracy, and distribution of retention, renewal, and customer health metrics, reports, and business intelligence • Partner with Finance and Revenue Operations to reconcile renewal, churn, and net retention reporting with company forecasting and planning • Enhance business operations processes across applications, data, reporting, field engagement, and project/change management • Build relationships across Customer Success and cross-functional departments to influence decisions and improve revenue effectiveness

🎯 Requirements

• Strong executive presence and communication skills • Ability to lead through influence and credibility across an organization • Solid leadership skills and ability to act independently • Ability to manage and influence stakeholders • Strong understanding of the post-sales customer lifecycle, including renewals, retention, and expansion • Excellent analytical, problem-solving, organization, and attention-to-detail skills • Strong business acumen, judgment, and project management skills • Ability to work in a fast-paced, collaborative environment • Bachelor's degree in a Business-related discipline required; 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 • B2B, HCM, and/or SaaS technology industry experience an asset • Salesforce, Clari, Microsoft Excel, and other revenue analytics experience required • Gainsight or other Customer Success platform experience an asset • Tableau or other data visualization tool experience an asset

🏖️ Benefits

• Two company-wide paid wellness days off annually • Paid day off on your birthday or another day within your birthday month • 40 hours of paid volunteer time off annually • Free, confidential, 24/7/365 Employee Assistance Program counseling and resources • Business travel medical, safety, pre-trip planning, and emergency support • Monetary referral bonuses for successful hires • Location-specific comprehensive medical/dental insurance • Location-specific retirement/pension plans • Location-specific life or accident protection