Director, AI Products – Customer Success & Support

🕒 6 days ago

🏄 California – Remote

🏄 California – Remote

💵 $201k - $281k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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

• Own the Customer Success and Support AI portfolio roadmap, investment priorities, and business outcomes • Set operating cadence and standards for product and delivery teams' backlogs, risks, and milestones • Build and defend portfolio business cases, including AI tool spend and project outcomes • Develop the holistic Customer Success and Support AI strategy for global operations • Translate cross-functional Customer Success and Support requirements into product requirements for AI Platform and AI Engineering teams • Prioritize agentic use cases using data-driven business-value analysis • Own the AI product backlog and facilitate requirements grooming • Drive operational rhythm, risk assessment, cross-functional synchronization, status reporting, and program tracking • Shape customer data governance and success intelligence strategy • Track AI-agent market and competitive intelligence • Prototype, build, ship, operate, and iterate AI agents on approved platforms and tooling • Deconstruct support journeys into structured agent sequences • Lead model and platform orchestration decisions with AI Solution Architects • Build dashboards monitoring agent performance, resolution accuracy, and system reliability • Define agent user interfaces and lead validation and testing for accurate, compliant, empathetic outputs • Drive change management, communication, training, and frontline adoption • Develop a network of regional Success Power Users and champions • Embed compliance guardrails for sensitive data and predictable, brand-aligned agent behavior • Lead cross-functional partners and delivery teams; build and lead a product and delivery team as the portfolio scales • Present strategy, progress, and risks to executives and steering committees • Deliver agents that improve retention, adoption, and efficiency

🎯 Requirements

• 10+ years of product management, strategy, or enterprise program management experience • Proven track record of shipping software solutions within Customer Success, Support, or Service Cloud ecosystems • Experience owning a portfolio end to end, including roadmap, business case, and outcomes • Experience leading cross-functional teams and portfolios through influence • Ability to hire, develop, and lead a team as scope grows • Deep functional knowledge of the customer lifecycle, onboarding flows, ticket orchestration, and enterprise-scale account health modeling • Proven ability to evaluate and orchestrate different AI-agent architectures • Experience partnering with AI Solution Architects to validate technical architecture decisions • Ability to influence senior leaders without direct authority • Ability to translate technical AI constraints into plain-English business solutions • Experience operating in high-ambiguity environments with rapidly shifting priorities • Strategic fluency in the evolving agentic AI landscape • Hands-on experience architecting, building, and scaling AI agents • Ability to own the full AI-agent lifecycle from rapid prototyping to production deployment • Ability to autonomously develop and maintain complex agentic workflows

🏖️ Benefits

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