Product Success Director - 11066

The Impact of a Product Success Director at Coupa:

The Product Success Director is responsible for ensuring customers realize measurable business value from our products. Acting as the bridge between customers, Product, and Go-To-Market teams, you drive product adoption, value realization, and long-term customer success.

This role combines product expertise, customer engagement, and data-driven insights to proactively guide customers through their product journey-from onboarding to expansion.

You will act as the "voice of the product" to the customer and the "voice of the customer" back to the Product Management & Engineering teams, driving feature adoption and shaping the product roadmap
based on real-world usage data and feedback.

What You'll Do:

Product Adoption & Customer Value
● Own the product success strategy for a portfolio of products/customers/regions
● Drive product adoption, feature utilization, and time-to-value
● Partner with customers to define success criteria, KPIs, and value outcomes
● Conduct regular product reviews, health checks, and roadmap alignment sessions
● Conduct Product Deep Dives to help existing customers leverage advanced modules they may be underutilizing.

Product Expertise & Facilitating SME Enablement
● Become a trusted product expert and advisor to customers and field teams.
● Facilitate tighter and ongoing collaboration between product management and SMEs (Subject matter experts) from Solution and Value Advisory (SVA), Customer Value Management (CVM) and Professional Services (PS).
● Participate in Product Steering forums to prioritize the roadmap based on customer impact and retention risk.
● Support onboarding and major product rollouts.

Voice of the Customer
● Capture customer feedback, pain points, and enhancement requests via forums such as Customer Advisory Boards, Product Innovation Council etc.
● Partner with Product Management to influence roadmap priorities. Advocate for customer needs across Engineering, Support, and Sales.
● Identify product gaps and adoption risks early.

Voice of the Field Feedback Loop
● Establish structured feedback loops from field teams to Product
● Surface enablement gaps, adoption blockers, and usability issues
● Influence product roadmap and documentation improvements
● Represent field readiness and adoption perspectives in product discussions

Cross-Functional Collaboration
● Work closely with Customer Success, Sales & Presales, and Professional Services
● Support renewals and expansions by demonstrating product value
● Contribute to customer success plans and executive business reviews
● Align with Marketing on customer stories and product messaging
● Bridge the gap between Sales and Product by ensuring the sales team understands the latest capabilities and value propositions.

Data & Reporting
● Monitor product usage data and customer health metrics
● Identify trends, risks, and opportunities for optimization
● Create reports and insights to guide customer and internal decisions
● Drive continuous improvement of product success processes

What You Will Bring to Coupa:

• Experience: 8+ years in a SaaS environment (Product Management, Presales, Customer Success, or Consulting) or ex Procurement and Supply Chain practitioner with deep expertise in Procurement technology.
• Strong understanding of procurement, finance, supply chain, or spend management processe.
• Proven experience driving enterprise software adoption, customer outcomes and value realization.
• Communication: Strong storytelling skills to translate product capabilities into business outcomes and excellent stakeholder management skills
• Empathy: A deep desire to understand user pain points and a problem-solver mindset.