Customer Success Field Operations Director

This is a fully remote position, open to applicants in New York.

📋 Description

• Act as a strategic advisor and operational collaborator to senior leaders in Customer Success.

• Execute and implement Coupa's Revenue Operating Model throughout the Customer Success department.

• Set objectives and schedules, including renewal forecast reviews and monitoring at-risk accounts.

• Manage renewal forecasting operations, ensuring accuracy in available-to-renew management, renewal, churn, and expansion reporting.

• Lead the segmentation of the book of business, coverage, and capacity planning in conjunction with cross-functional teams.

• Create and implement best practices, processes, and schedules for reporting, forecasting, retention management, and optimizing revenue processes.

• Supervise the creation, accuracy, and distribution of metrics, reports, and business intelligence related to retention, renewal, and customer health.

• Collaborate with Finance and Revenue Operations to align renewal, churn, and net retention reports with the company's forecasting and planning.

• Improve business operations processes across applications, data, reporting, field engagement, and project/change management.

• Cultivate relationships within Customer Success and across other departments to influence decisions and enhance revenue effectiveness.

⛳️ Requirements

• Exceptional executive presence and communication abilities.

• Capacity to lead through influence and establish credibility throughout the organization.

• Strong leadership capabilities with the ability to operate autonomously.

• Proficient in managing and influencing stakeholders.

• Deep understanding of the post-sales customer lifecycle, encompassing renewals, retention, and expansion.

• Outstanding analytical, problem-solving, organizational, and detail-oriented skills.

• Strong business acumen, sound judgment, and project management expertise.

• Ability to thrive in a fast-paced, collaborative environment.

• Bachelor's degree in a business-related field is required; an MBA and/or CPA is a plus.

• 5–8 years of pertinent experience in Revenue Operations, Customer Success Operations, Sales Strategy, or Business Operations.

• Over 5 years of experience in the software industry and cloud platform businesses.

• Experience in B2B, HCM, and/or SaaS technology industries is advantageous.

• Proficiency in Salesforce, Clari, Microsoft Excel, and other revenue analytics tools is mandatory.

• Experience with Gainsight or other Customer Success platforms is beneficial.

• Familiarity with Tableau or other data visualization tools is a plus.

🏝️ Benefits

• Two paid wellness days off each year for all employees.

• A paid day off on your birthday or another day of your choice within your birthday month.

• 40 hours of paid volunteer time off annually.

• Access to a free, confidential, 24/7/365 Employee Assistance Program for counseling and resources.

• Business travel medical, safety, pre-trip planning, and emergency support.

• Monetary referral bonuses for successful hires.

• Comprehensive medical and dental insurance tailored to specific locations.

• Location-specific retirement and pension plans.

• Location-specific life or accident protection.