Product Success Director – 11066 – Austin, Texas, United States

<div> <strong>The Impact of a Product Success Director at Coupa:</strong></div> <div> </div> <div>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.</div> <div>This role combines product expertise, customer engagement, and data-driven insights to proactively guide customers through their product journey—from onboarding to expansion.</div> <div>You will act as the &quot;voice of the product&quot; to the customer and the &quot;voice of the customer&quot; back to the Product Management &amp; Engineering teams, driving feature adoption and shaping the product roadmap<br />based on real-world usage data and feedback.</div> <div> <strong>What You’ll Do:</strong> </p> <div class="posting-requirements plain-list" data-qa="posting-requirements"> <div> <p>Product Adoption & Customer Value<br />● Own the product success strategy for a portfolio of products/customers/regions<br />● Drive product adoption, feature utilization, and time-to-value<br />● Partner with customers to define success criteria, KPIs, and value outcomes<br />● Conduct regular product reviews, health checks, and roadmap alignment sessions<br />● Conduct Product Deep Dives to help existing customers leverage advanced modules they may be underutilizing.</p> <p>Product Expertise & Facilitating SME Enablement<br />● Become a trusted product expert and advisor to customers and field teams.<br />● 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).<br />● Participate in Product Steering forums to prioritize the roadmap based on customer impact and retention risk.<br />● Support onboarding and major product rollouts.</p> <p>Voice of the Customer<br />● Capture customer feedback, pain points, and enhancement requests via forums such as Customer Advisory Boards, Product Innovation Council etc.<br />● Partner with Product Management to influence roadmap priorities. Advocate for customer needs across Engineering, Support, and Sales.<br />● Identify product gaps and adoption risks early.</p> <p>Voice of the Field Feedback Loop<br />● Establish structured feedback loops from field teams to Product<br />● Surface enablement gaps, adoption blockers, and usability issues<br />● Influence product roadmap and documentation improvements<br />● Represent field readiness and adoption perspectives in product discussions</p> <p>Cross-Functional Collaboration<br />● Work closely with Customer Success, Sales & Presales, and Professional Services<br />● Support renewals and expansions by demonstrating product value<br />● Contribute to customer success plans and executive business reviews<br />● Align with Marketing on customer stories and product messaging<br />● Bridge the gap between Sales and Product by ensuring the sales team understands the latest capabilities and value propositions.</p> <p>Data & Reporting<br />● Monitor product usage data and customer health metrics<br />● Identify trends, risks, and opportunities for optimization<br />● Create reports and insights to guide customer and internal decisions<br />● Drive continuous improvement of product success processes</p> </div> </div> </div> <div> <strong>What You Will Bring to Coupa:</strong> </p> <div class="posting-requirements plain-list" data-qa="posting-requirements"> <div> <ul> <li>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.</li> <li>Strong understanding of procurement, finance, supply chain, or spend management processe.</li> <li>Proven experience driving enterprise software adoption, customer outcomes and value realization.</li> <li>Communication: Strong storytelling skills to translate product capabilities into business outcomes and excellent stakeholder management skills</li> <li>Empathy: A deep desire to understand user pain points and a problem-solver mindset.</li> </ul> </div> </div> </div> <div></div> <div>#LI-AA2</div>