Director, Customer Intelligence

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🕒 June 18

🤠 Texas – Remote

🤠 Texas – Remote

⏰ Full Time

🔴 Lead

👔 Director

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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

• Proactively partner with post-sale leaders to define their strategic needs, translating leadership objectives into a clear, evolving analytical agenda. Serve as the analytical voice in QBRs, board prep, and executive reviews. • Build the customer intelligence data model. Integrate structured data (Salesforce, product telemetry) and unstructured data (tickets, calls, notes) into a single coherent view of the customer. • Develop early-warning analytics for churn, expansion, and adoption. Build the diagnostic and predictive layer that lets the post-sale org intervene early and scale what's working. • Define how we measure AI value. Establish the framework for measuring customer adoption, engagement, and outcomes tied to Coupa's agentic AI capabilities. This is an emerging discipline and you'll help shape it. • Lead and grow the team. Set the analytical vision, develop the people, and expand the function's influence across the company.

🎯 Requirements

• Experience building a post-sale analytics function. You've stood up the analytical layer of a CS, renewals, or post-sale org — or led a comparable greenfield analytics build inside a SaaS company. • Deep SaaS post-sale fluency. You know NRR, GRR, health scoring, time-to-value, and adoption metrics cold. You understand the stories behind the numbers, can spot weaknesses in standard formulations, and can defend your instrumentation under scrutiny. • Strong technical foundation. Proficiency in SQL is required. Familiarity with modern data-extraction techniques (LLM-based extraction, embeddings, classification) for working with unstructured data. • Executive communication. You can turn complex analysis into a clear narrative and a confident recommendation. You've influenced senior leaders with data and you know when to push back. • A real interest in AI value measurement. You don't need to be an expert — the field is too new for that — but you should be actively thinking about how to quantify the value of AI and agentic features, and excited to help define it.

🏖️ Benefits

• Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend. • Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence. • Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.