Director, AI Products – Customer Success & Support - 11835

🏢 Coupa Software, Inc · 📍 San Francisco Bay Area, United States · 💼 remote · ⏰ Mid-Senior Level 💰 $201,000 - $281,000 / yr

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Position Summary & Responsibilities

Coupa makes margins multiply through its community-generated AI and industry-leading total spend management platform for businesses large and small. Coupa AI is informed by trillions of dollars of direct and indirect spend data across a global network of 10M+ buyers and suppliers. We empower you with the ability to predict, prescribe, and automate smarter, more profitable business decisions to improve operating margins.

Why join Coupa?

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.

Learn more on Life at Coupa blog and hear from our employees about their experiences working at Coupa.

The Impact of a Director, AI Products – Customer Success & Support at Coupa:

This is an internal AI product management role within Coupa's AI Center of Excellence (AI COE). We are seeking a strategic, operationally disciplined, and business-savvy Director, AI Products to lead our Customer Success and Support AI portfolio. This role owns the transition of our support and success operations into autonomous, proactive workflows, designing a unified, intelligent, and connected operating environment. Acting as the critical AI-focused bridge between the CSO's leadership, AI Platform and AI Engineering teams, IT Portfolio Managers, and IT AI Delivery teams — partnering with AI Solution Architects to define the architecture, scaling strategy, and ongoing operation of our agentic ecosystem — you will ensure our initiatives drive measurable retention, adoption, and efficiency, while maintaining strict adherence to operational governance and trust.

🎯 Candidate Preparation Guide For Coupa Software, Inc Applicants

Key Role Competencies & Evaluation Highlights

Key Role Focus:

Measures deep enterprise SaaS acumen, consultative sales mastery, and alignment with the 'Coupa Way' of customer-centric value realization.

📋 Preparation Priorities (Key Areas to Clarify):

Relies on feature dumping rather than mapping solutions to business spend ROI
Poor cross-functional collaboration between product, sales, and success teams
Inability to handle tough pushback from CFO-level buyers

✨ Recommended Role Alignment Hook:

I help Fortune 500 enterprises unlock hidden margin through rigorous spend management and frictionless user adoption.

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