Customer Success Field Operations Director

Coupa Software

. Serve as strategic advisor and operational partner to senior Customer Success leaders .

Posted 10/5/2026full-timeRemote • New York • United StatesLead💰 $128,000 - $179,333 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Revenue Operations and Customer Success, with a strong focus on renewal forecasting, retention management, and data-driven decision-making. Proven ability to lead cross-functional initiatives and optimize revenue processes through effective stakeholder management and analytical skills.

Highest-signal resume keywords

Revenue OperationsCustomer Success OperationsRenewal ForecastingSalesforceProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Renewal ManagementRetention ManagementData AnalysisBusiness IntelligenceForecastingChurn ReportingCapacity PlanningProcess OptimizationAnalytical SkillsAttention to Detail

Soft Skills

Executive PresenceCommunication SkillsLeadership SkillsInfluencing SkillsOrganizational Skills

Tools & Technologies

SalesforceClariMicrosoft ExcelGainsightTableau

Certifications & Qualifications

Bachelor's Degree in BusinessMBACPA

Industry Keywords

B2BHCMSaaSCloud PlatformPost-Sales Customer Lifecycle

Tech Stack

Tools & technologies

CloudTableau

About the role

Key responsibilities & impact

Serve as strategic advisor and operational partner to senior Customer Success leaders
Implement and execute Coupa's Revenue Operating Model across the Customer Success organization
Establish objectives and cadences, including renewal forecast reviews and at-risk account cadences
Own renewal forecasting operations, including available-to-renew management and renewal, churn, and expansion reporting accuracy
Drive book-of-business segmentation, coverage, and capacity planning with cross-functional teams
Develop and implement best practices, processes, and cadences for reporting, forecasting, retention management, and revenue process optimization
Oversee creation, accuracy, and distribution of retention, renewal, and customer health metrics, reports, and business intelligence
Partner with Finance and Revenue Operations to reconcile renewal, churn, and net retention reporting with company forecasting and planning
Enhance business operations processes across applications, data, reporting, field engagement, and project/change management
Build relationships across Customer Success and cross-functional departments to influence decisions and improve revenue effectiveness

Requirements

What you’ll need

Strong executive presence and communication skills
Ability to lead through influence and credibility across an organization
Solid leadership skills and ability to act independently
Ability to manage and influence stakeholders
Strong understanding of the post-sales customer lifecycle, including renewals, retention, and expansion
Excellent analytical, problem-solving, organization, and attention-to-detail skills
Strong business acumen, judgment, and project management skills
Ability to work in a fast-paced, collaborative environment
Bachelor's degree in a Business-related discipline required; MBA and/or CPA an asset
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
B2B, HCM, and/or SaaS technology industry experience an asset
Salesforce, Clari, Microsoft Excel, and other revenue analytics experience required
Gainsight or other Customer Success platform experience an asset
Tableau or other data visualization tool experience an asset

Benefits

Comp & perks

Two company-wide paid wellness days off annually
Paid day off on your birthday or another day within your birthday month
40 hours of paid volunteer time off annually
Free, confidential, 24/7/365 Employee Assistance Program counseling and resources
Business travel medical, safety, pre-trip planning, and emergency support
Monetary referral bonuses for successful hires
Location-specific comprehensive medical/dental insurance
Location-specific retirement/pension plans
Location-specific life or accident protection