[Remote] Customer Success Field Operations Director

Note: The job is a remote job and is open to candidates in USA. Coupa provides an AI-powered total spend management platform. The Customer Success Field Operations Director leads operating strategy and execution for Customer Success, including renewal forecasting, retention reporting, segmentation, capacity planning, and revenue process optimization.

Responsibilities

• Act as the trusted advisor and partner to Customer Success leadership with credibility and influence from strategy to execution
• Implement and execute the Coupa Revenue Operating Model across the Customer Success organization
• Provide leadership and counsel to Customer Success leaders to implement objectives and cadences — including renewal forecast reviews and at-risk account cadences — that appropriately reflect and drive our business goals
• Own the operating rhythm for renewal forecasting, including available-to-renew (ATR) management and the accuracy and consistency of renewal rate, churn, and expansion reporting
• Drive book-of-business segmentation, coverage, and capacity planning processes and related activities, working with cross-functional teams to build plans that align to corporate goals and strategy
• Develop and implement best-practices, processes, and cadences to establish quality, accuracy, and process consistency across reporting, forecasting, retention management, and overall revenue process optimization while minimizing administrative overhead
• Oversee the creation, accuracy, and efficient distribution of retention, renewal, and customer health metrics, reports, and other revenue-related business intelligence essential to the organization
• Partner with Finance and Revenue Operations peers to ensure renewal, churn, and net retention reporting reconciles with company-level forecasting and planning
• Actively contribute to the enhancement of business operations processes covering applications, data, reporting, field engagement and project/change management
• Build strong relationships across Customer Success leadership and other cross-functional departments to influence decision making, drive process optimization and overall revenue effectiveness

Skills

• Strong executive presence and communication skills, and an ability to lead through influence and credibility across an organization
• Solid leadership skills with the ability to act independently
• Ability to manage and influence stakeholders
• Strong understanding of the post-sales customer lifecycle — renewals, retention, and expansion — with the ability to translate that knowledge to other teams, including Revenue, Customer Success, Finance, IT, and other revenue support teams
• Excellent analytical skills combined with strong problem solving and organization skills and a high attention to detail
• Sharp business acumen and judgement, and strong project management skills
• Ability to work in a fast-paced, collaborative environment
• Results driven and naturally curious with an ability to motivate those around them
• 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
• Salesforce, Clari, Microsoft Excel, and other revenue analytics experience required
• MBA and/or CPA an asset
• Industry experience in B2B, HCM and/or SaaS technology an asset
• Experience in Gainsight or other Customer Success platforms and Tableau or other data visualization tools an asset

Benefits

• Two company-wide paid wellness days off each year.
• A paid day off on your birthday or another day of your choice within your birthday month.
• Free, confidential, 24/7/365 Employee Assistance Program counseling and resources for emotional support, work-life solutions, financial advice, legal guidance, and support for new parents.
• Zurich Travel Assist medical, safety, pre-trip planning, and emergency support during business travel.
• Monetary referral bonuses when you successfully refer talented friends or acquaintances who are hired into open roles.
• Location-specific benefits packages tailored to your primary work location, including comprehensive medical/dental insurance, retirement/pension plans, and life or accident protection.
• Remote work arrangement.

Company Overview

Company H1B Sponsorship