Customer Success Account Manager

Summary

Join Coupa as a Customer Success Account Manager (CSAM) and be the primary point of contact for customers post-launch. You will advise customers on maximizing Coupa platform value, support them in quantifying Coupa's value delivery, and ensure contract renewals. Additionally, you will identify and close cross-sell opportunities, contributing to revenue growth targets. This role involves managing customer relationships, developing success roadmaps, and conducting business reviews. You will also build account penetration models, identify expansion opportunities, and coordinate internal resources for consistent customer support. The position requires expertise in procure-to-pay or source-to-contract domains and a strong background in customer management.

Requirements

• Procure-to-Pay or Source-to-Contract domain expertise
• Understanding of technology planning, implementation and impact on business with in-depth experience of Procurement software
• Strong background in customer/client management
• Experience in developing and maintaining executive relationships and associated influencing strategies
• Project management including leading disparate, cross-functional, cross-enterprise project teams
• Ability to have value-based conversation with business executives

Responsibilities

• Manage relationships and monitor customer performance
• Develop customer success roadmap and drive periodic business reviews
• Build out an account penetration model and align overall value messaging
• Identify expansion and growth opportunities within customer accounts
• Coordinate internal resources, share standard processes, and provide consistent customer support