Director, AI Products – Customer Success & Support

Coupa Software

. Own the Customer Success and Support AI portfolio roadmap, investment priorities, and business outcomes .

Posted 10/15/2026full-timeFoster City • California • United StatesLead💰 $201,000 - $281,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing the full AI-agent lifecycle, from prototyping to deployment, while leading cross-functional teams and driving customer success strategies. Proficient in developing business cases, managing portfolios, and ensuring compliance in AI solutions.

Highest-signal resume keywords

Product ManagementAI-Agent ArchitectureCross-Functional LeadershipCustomer Lifecycle KnowledgeOrganizational Change Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI Tool Spend ManagementPortfolio Roadmap DevelopmentAI Product Backlog ManagementCustomer Data GovernanceAI Agent PrototypingHuman-Centric UI DesignPerformance TrackingTechnical Architecture ValidationComplex Workflow DevelopmentSoftware Solution Shipping

Soft Skills

Influencing Without AuthorityTeam DevelopmentChange ManagementCommunicationEmpathy

Industry Keywords

Customer SuccessSupport EcosystemsService CloudAgentic AIEnterprise Program Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the Customer Success and Support AI portfolio roadmap, investment priorities, and business outcomes
Set operating standards and cadence for product and delivery teams
Build and defend portfolio business cases, including AI tool spend and project outcomes
Develop the holistic Customer Success and Support AI strategy
Translate cross-functional Customer Success and Support requirements into product requirements for AI Platform and AI Engineering teams
Prioritize agentic use cases by business value and maintain a rolling AI roadmap
Own and groom the AI product backlog with dependency and scope management
Drive operational rhythm, risk assessment, cross-functional syncs, status reporting, and program tracking
Shape customer data governance and success intelligence strategy
Track AI-agent market and competitive intelligence
Prototype, build, ship, operate, and iterate AI agents
Deconstruct support journeys into structured agent sequences
Lead decisions on models, platforms, technology stack, scalability, flexibility, performance, and cost
Build and own dashboards tracking agent performance, resolution accuracy, and reliability
Lead human-centric UI design, testing, validation, and definition of done for agents
Drive change management, communications, training, and frontline adoption
Cultivate and empower regional Success Power Users
Embed compliance guardrails for sensitive data and predictable, brand-aligned agent behavior
Lead cross-functional partners, champions, and delivery teams; build and lead a product and delivery team as scope grows
Present strategy, progress, and risks to executive leadership and steering committees
Ensure agents are trusted, accurate, compliant, empathetic, and deliver retention, adoption, and efficiency outcomes

Requirements

What you’ll need

10+ years of product management, strategy, or enterprise program management experience
Proven track record of shipping software solutions within Customer Success, Support, or Service Cloud ecosystems
Experience owning a portfolio end to end, including roadmap, business case, and outcomes
Experience leading cross-functional teams and portfolios through influence
Ability to hire, develop, and lead a team as scope grows
Deep functional knowledge of the customer lifecycle, including onboarding flows, ticket orchestration, and enterprise-scale account health modeling
Experience evaluating and orchestrating different AI-agent architectures
Ability to partner with AI Solution Architects to validate technical architecture decisions
Ability to influence senior leaders without direct authority
Ability to translate technical AI constraints into plain-English business solutions
Ability to manage organizational change
Experience in high-ambiguity, rapidly changing environments
Strategic fluency in the evolving agentic AI landscape
Hands-on experience architecting, building, and scaling AI agents
Ability to own the full AI-agent lifecycle from rapid prototyping to production deployment
Ability to autonomously develop and maintain complex agentic workflows

Benefits

Comp & perks

Two company-wide paid wellness days off each year
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
Business travel protection through Zurich Travel Assist
Monetary referral bonuses for successful hires
Location-specific comprehensive medical/dental insurance
Location-specific retirement/pension plans
Location-specific life or accident protection