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Coupa Pay Customer Success Leader

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

What You'll Do:

• Lead the Pay Customer Success team, ensuring customers meet their success metrics for Coupa Pay
• Own the Customer Success strategies that accelerate Coupa Pay adoption. Accountable for ensuring customers maximize their transactional volume on the platform and Coupa maximizes transaction revenue from Coupa Pay.
• Act as an executive liaison to ensure our operational processes for our partner ecosystem are delivering for our customers, ensuring rapid onboarding and delivering for growth.
• Directly impact Coupa's bottom line by meeting and exceeding transaction revenue targets and gross renewal rates for Coupa Pay modules.
• Maintain a comprehensive view of the Pay transaction revenue opportunity across the customer portfolio, using data-driven analysis to prioritize team focus and identify the highest-impact paths to transactional volume growth.

• Act as a strategic advisor to CFOs, Treasurers, and CPOs at Fortune 500 companies, guiding them through the complexities of digital payment transformation and treasury management.
• Leverage Coupa's proprietary AI and community-generated data insights to proactively identify transaction revenue growth opportunities.
• Utilize AI-powered analytics to anticipate customer churn and prescribe automated interventions to ensure continuous ROI.
• Drive the adoption of Coupa's AI-led innovations for Coupa Pay to demonstrate market leadership and "best-in-class" digital transformation during executive customer engagements.
• Serve as a market-credible executive sponsor for high-stakes sales opportunities, using deep domain expertise to validate Coupa Pay's value proposition to prospects.
• Represent Coupa Pay in industry, defining best practices for integrated payments and global spend management.

• Forge a seamless link between Sales, Product, Pay Partner, Delivery and Support teams. You will ensure that customer feedback directly informs the Coupa Pay product roadmap, keeping our innovation aligned with market demand.
• Mentor and scale a high-performing Customer Success organization. You will define the KPIs and operational rigor required to manage a global team.
• Support strategic relationships across the Coupa Pay partner ecosystem, including banking partners, payment networks, and key payment service partners, to accelerate customer onboarding, adoption, and transaction revenue.
• Serve as the executive escalation point for customers with concerns about Coupa Pay.

What You Will Bring to Coupa:

• 10+ years of Customer Success, Sales or Professional Services leadership in Fintech, Global Payments, or Enterprise SaaS. Proven track record of leading post-sales customer facing organizations.
• Deep, specialized knowledge of the global payments landscape, including ACH, Virtual Cards, Cross-Border FX Payments, Supplier Networks, and Working Capital solutions (Early Pay Discount programs and Supply Chain Financing programs).
• Experience navigating the organizational hurdles of moving from legacy ERP-initiated payments to modern cloud-based payment systems.
• Demonstrated competency in utilizing AI to streamline executive reporting, automate complex cross-functional communications, and accelerate the creation of strategic business deliverables.
• Thorough understanding of the SaaS business model, with a focus on driving net retention and transactional expansion.
• Familiarity with the Coupa ecosystem or competitive enterprise platforms (e.g., SAP, Oracle, Workday, NetSuite, Ariba, and others).
• Exceptional ability to translate technical payment complexities into clear, ROI-driven business outcomes.
• Ability to travel globally up to 25% of the time
• Bachelor's degree required

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.

Please be advised that inquiries or resumes from recruiters will not be accepted.

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