Strategic Programs Lead – Customer Success

Strategic Programs Lead – Customer Success

Requirements

• 10+ years of experience in program leadership, transformation, customer success strategy, or operations, ideally within B2B SaaS or enterprise software
• Proven experience leading cross-functional initiatives, aligning Sales, Product, and Customer Success to drive operational transformation
• Strong background in data analytics and business intelligence, with experience leveraging customer health metrics, predictive analytics, and dashboards to drive decision-making
• Expertise in customer success frameworks, including customer lifecycle management, adoption playbooks, and engagement models
• Ability to synthesize complex challenges into actionable strategies, with a track record of delivering measurable business impact
• Exceptional communication and leadership skills, with experience presenting to executive stakeholders

Responsibilities

• Work with cross-functional stakeholders to own and execute initiatives focused on ensuring a structured and seamless customer lifecycle from presales to renewal.
• Lead the design and rollout of Customer Success Playbooks, standardizing best practices across customer adoption, value realization, and growth.
• Oversee the management and reporting of Customer Health insights, integrating customer data, analytics, and predictive insights to enhance decision-making and proactive engagement, ensuring visibility to customer health for teams and leaders across Coupa.
• Partner with the SVP Customer Success to drive organizational transformation efforts, working with leadership and team members to align structure, processes, and tools to support the scaling of Customer Success functions in concert with Coupa’s growth and strategic vision.
• Act as a trusted advisor and thought partner to the SVP, Customer Success and broader Value Services leadership team.
• Partner with Customer Success Leaders to define success metrics and governance frameworks, ensuring accountability for customer outcomes.
• Enhance Success Desks & Digital Success Models by integrating automation, self-service tools, and high-touch engagement strategies.
• Leverage data analytics to track customer health, renewal readiness, and predictive risk indicators in collaboration with Customer Success Operations & Data teams.
• Develop dashboards, reporting frameworks, and performance tracking tools to enable data-driven decision-making.
• Streamline processes by optimizing handoffs between Sales, Implementation, and Customer Success, ensuring a seamless customer experience.
• Improve governance and standardization of Customer Success Programs, Customer Engagement Models, and Success Playbooks for scalability and consistency.
• Lead change management efforts, ensuring teams adopt new methodologies and tools to enhance customer engagement and operational efficiency.
• Represent Customer Success in strategic business planning discussions, ensuring that initiatives align with Coupa’s broader corporate strategy.

Preferred Qualifications

No preferred qualifications provided.