VP, Coupa Pay Success

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

📋 Description

• Lead the Pay Customer Success team, ensuring that customers achieve their success metrics for Coupa Pay.

• Take ownership of the Customer Success strategies that facilitate the accelerated adoption of Coupa Pay. Responsible for ensuring that customers optimize their transactional volume on the platform, while Coupa maximizes transaction revenue from Coupa Pay.

• Serve as an executive liaison to guarantee that our operational processes within the partner ecosystem effectively serve our customers, enabling rapid onboarding and supporting growth.

• Have a direct impact on Coupa’s financial performance by meeting and surpassing transaction revenue targets and gross renewal rates for Coupa Pay modules.

• Maintain a holistic view of the Pay transaction revenue potential across the customer portfolio, employing data-driven analysis to prioritize team efforts and pinpoint the most impactful paths to growth in transactional volume.

• Act as a strategic advisor to CFOs, Treasurers, and CPOs at Fortune 500 companies, assisting them in navigating the intricacies of digital payment transformation and treasury management.

• Utilize Coupa’s proprietary AI and community-generated data insights to proactively discover opportunities for transaction revenue growth.

• Employ AI-driven analytics to predict customer churn and recommend automated interventions to ensure ongoing ROI.

• Propel the adoption of Coupa’s AI-led innovations for Coupa Pay to illustrate market leadership and "best-in-class" digital transformation during executive customer interactions.

• Act as a credible market executive sponsor for high-stakes sales opportunities, leveraging deep domain expertise to validate Coupa Pay’s value proposition to potential clients.

• Represent Coupa Pay in the industry, establishing best practices for integrated payments and global spend management.

• Create a seamless connection between Sales, Product, Pay Partner, Delivery, and Support teams. You will ensure that customer feedback directly shapes the Coupa Pay product roadmap, aligning our innovations with market needs.

• Mentor and develop a high-performing Customer Success organization. You will establish the KPIs and operational standards necessary to manage a global team.

• Foster strategic relationships across the Coupa Pay partner ecosystem, including banking partners, payment networks, and key payment service providers, to expedite customer onboarding, adoption, and transaction revenue.

• Serve as the executive escalation point for customers with concerns regarding Coupa Pay.

⛳️ Requirements

• Over 10 years of leadership experience in Customer Success, Sales, or Professional Services within Fintech, Global Payments, or Enterprise SaaS, with a proven track record of managing post-sales customer-facing organizations.

• Extensive, specialized knowledge of the global payments landscape, encompassing ACH, Virtual Cards, Cross-Border FX Payments, Supplier Networks, and Working Capital solutions (such as Early Pay Discount programs and Supply Chain Financing programs).

• Experience overcoming the organizational challenges associated with transitioning from legacy ERP-initiated payments to modern cloud-based payment systems.

• Proven ability to leverage AI to enhance executive reporting, automate complex cross-functional communications, and expedite the development of strategic business deliverables.

• Comprehensive understanding of the SaaS business model, with a focus on driving net retention and transactional growth.

• Familiarity with the Coupa ecosystem or competitive enterprise platforms (e.g., SAP, Oracle, Workday, NetSuite, Ariba, among others).

• Exceptional skill in translating complex technical payment issues into clear, ROI-driven business outcomes.

• Willingness to travel globally up to 25% of the time.

• Bachelor’s degree is required.

🏝️ Benefits

• Health insurance.

• Inclusive work environment.

• Professional development.