[Hiring] VP, Coupa Pay Success @Coupa Software

Role Description

As the VP of Coupa Pay Customer Success, you will lead the strategic vision for customer adoption, transactional volume growth, and long-term partnership health for a key growth engine of the Coupa platform. You are the executive architect responsible for ensuring that our largest global customers move beyond implementation to achieve full-scale payment automation, unlocking economic value and efficiency.

What You'll Do:

• Lead the Pay Customer Success team, ensuring customers meet their success metrics for Coupa Pay.
• Own the Customer Success strategies that accelerate Coupa Pay adoption.
• Accountable for ensuring customers maximize their transactional volume on the platform and Coupa maximizes transaction revenue from Coupa Pay.
• Act as an executive liaison to ensure our operational processes for our partner ecosystem are delivering for our customers, ensuring rapid onboarding and delivering for growth.
• Directly impact Coupa’s bottom line by meeting and exceeding transaction revenue targets and gross renewal rates for Coupa Pay modules.
• Maintain a comprehensive view of the Pay transaction revenue opportunity across the customer portfolio, using data-driven analysis to prioritize team focus and identify the highest-impact paths to transactional volume growth.
• Act as a strategic advisor to CFOs, Treasurers, and CPOs at Fortune 500 companies, guiding them through the complexities of digital payment transformation and treasury management.
• Leverage Coupa’s proprietary AI and community-generated data insights to proactively identify transaction revenue growth opportunities.
• Utilize AI-powered analytics to anticipate customer churn and prescribe automated interventions to ensure continuous ROI.
• Drive the adoption of Coupa’s AI-led innovations for Coupa Pay to demonstrate market leadership and "best-in-class" digital transformation during executive customer engagements.
• Serve as a market-credible executive sponsor for high-stakes sales opportunities, using deep domain expertise to validate Coupa Pay’s value proposition to prospects.
• Represent Coupa Pay in industry, defining best practices for integrated payments and global spend management.
• Forge a seamless link between Sales, Product, Pay Partner, Delivery and Support teams.
• Mentor and scale a high-performing Customer Success organization, defining the KPIs and operational rigor required to manage a global team.
• Support strategic relationships across the Coupa Pay partner ecosystem, including banking partners, payment networks, and key payment service partners, to accelerate customer onboarding, adoption, and transaction revenue.
• Serve as the executive escalation point for customers with concerns about Coupa Pay.

Qualifications

• 10+ years of Customer Success, Sales or Professional Services leadership in Fintech, Global Payments, or Enterprise SaaS.
• Proven track record of leading post-sales customer facing organizations.
• Deep, specialized knowledge of the global payments landscape, including ACH, Virtual Cards, Cross-Border FX Payments, Supplier Networks, and Working Capital solutions.
• Experience navigating the organizational hurdles of moving from legacy ERP-initiated payments to modern cloud-based payment systems.
• Demonstrated competency in utilizing AI to streamline executive reporting, automate complex cross-functional communications, and accelerate the creation of strategic business deliverables.
• Thorough understanding of the SaaS business model, with a focus on driving net retention and transactional expansion.
• Familiarity with the Coupa ecosystem or competitive enterprise platforms (e.g., SAP, Oracle, Workday, NetSuite, Ariba, and others).
• Exceptional ability to translate technical payment complexities into clear, ROI-driven business outcomes.
• Ability to travel globally up to 25% of the time.
• Bachelor’s degree required.

Requirements

• The estimated pay range for this role is $208,000 - $270,000.
• The starting salary for the successful candidate will be based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Benefits

• Coupa complies with relevant laws and regulations regarding equal opportunity and offers a welcoming and inclusive work environment.
• Decisions related to hiring, compensation, training, or evaluating performance are made fairly, and we provide equal employment opportunities to all qualified candidates and employees.