[Hiring] Director, Customer Intelligence @Coupa Software

Role Description

In this newly created role, you will establish the intelligence layer behind Coupa's post-sale organization. By connecting customer signals across products, people, and interactions, you'll create the visibility and predictive capabilities that help the business retain, grow, and understand the value customers realize from AI.

• Proactively partner with post-sale leaders to define their strategic needs, translating leadership objectives into a clear, evolving analytical agenda.
• Serve as the analytical voice in QBRs, board prep, and executive reviews.
• Build the customer intelligence data model, integrating structured data (Salesforce, product telemetry) and unstructured data (tickets, calls, notes) into a single coherent view of the customer.
• Develop early-warning analytics for churn, expansion, and adoption.
• Define how we measure AI value, establishing the framework for measuring customer adoption, engagement, and outcomes tied to Coupa's agentic AI capabilities.
• Lead and grow the team, setting the analytical vision, developing the people, and expanding the function's influence across the company.

Qualifications

• Experience building a post-sale analytics function.
• Deep SaaS post-sale fluency, including knowledge of NRR, GRR, health scoring, time-to-value, and adoption metrics.
• Strong technical foundation with proficiency in SQL.
• Familiarity with modern data-extraction techniques (LLM-based extraction, embeddings, classification) for working with unstructured data.
• Executive communication skills to turn complex analysis into a clear narrative and confident recommendations.
• A real interest in AI value measurement.

Requirements

• You have stood up the analytical layer of a CS, renewals, or post-sale org, or led a comparable greenfield analytics build inside a SaaS company.
• You understand the stories behind the numbers and can defend your instrumentation under scrutiny.
• You can influence senior leaders with data and know when to push back.
• You should be actively thinking about how to quantify the value of AI and agentic features.

Benefits

• Pioneering Technology: At Coupa, we're at the forefront of innovation, leveraging the latest technology to empower our customers with greater efficiency and visibility in their spend.
• Collaborative Culture: We value collaboration and teamwork, and our culture is driven by transparency, openness, and a shared commitment to excellence.
• Global Impact: Join a company where your work has a global, measurable impact on our clients, the business, and each other.