What You'll Do:
- Own and lead the Customer Office for a defined portfolio of strategic and global enterprise customers
- Establish and run executive governance models, including participating in QBRs, Executive Steering , and escalation forums
- Ensure consistent, outcome-focused executive touchpoints that reinforce customer value and strategic alignment
- Track executive engagement effectiveness and sentiment across sponsored accounts
- Serve as the primary executive escalation point, ensuring timely resolution of critical issues and risks
- Build deep relationships with Sales and leadership teams
- Define and track customer success and value realization frameworks aligned to customer business objectives along with the Key Sales/Account team
- Ensure the Account team has a proactive plan in place to manage customer lifecycle journey
- Define along with Account team a clear engagement plan for Product Executives to engage with Customer Executives
- Identify early warning signals related to customer health, satisfaction, or adoption
- Partner with Customer Success, Professional Services, and Support to drive adoption, renewal readiness, and expansion
- Orchestrate cross-functional account teams across Sales, Customer Success, Product, Engineering, Services, and Partners
- Act as the single point of coordination for executive engagement across Sales, Customer Success, Product, Support, and Services
- Align internal teams around executive priorities and commitments
- Facilitate resolution of executive-level issues and escalations
- Influence product roadmap priorities by bringing structured, executive-level customer feedback into the organization
- Support renewals, expansions, and upsell motions through executive sponsorship and partnership with Product teams
- Identify whitespace and innovation opportunities within customer organizations
- Contribute to account planning and long-term customer strategy in partnership with Sales Leadership
- Champion the Voice of the Customer within the internal teams - primarily Product teams and key account teams
- Develop customer advocates, references, and case studies
- Represent customers internally to ensure decisions are grounded in real-world customer impact
What You Will Bring to Coupa:
- 8+ years of experience in enterprise software, SaaS, or digital transformation roles
- Experience operating a Customer Office or Executive Engagement model
- Background in procurement, finance, supply chain, or enterprise transformation
- Proven track record managing C-level relationships at large, complex global customers
- Strong background in Product Management, Customer Success, Account Management, Consulting, or Program Leadership
- Experience leading cross-functional teams without direct authority
- Exceptional communication, facilitation, and influencing skills
- MBA or equivalent advanced degree
- Experience working with global, multi-region customers
