Director, Customer Intelligence - 11568

The Impact of a Director, Customer Intelligence at Coupa: 

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.

What You’ll Do

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. Integrate 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. Build the diagnostic and predictive layer that lets the post-sale org intervene early and scale what's working.
Define how we measure AI value. Establish the framework for measuring customer adoption, engagement, and outcomes tied to Coupa's agentic AI capabilities. This is an emerging discipline and you'll help shape it.
Lead and grow the team. Set the analytical vision, develop the people, and expand the function's influence across the company.

What You Will Bring to Coupa

Experience building a post-sale analytics function. You've stood up the analytical layer of a CS, renewals, or post-sale org — or led a comparable greenfield analytics build inside a SaaS company.
Deep SaaS post-sale fluency. You know NRR, GRR, health scoring, time-to-value, and adoption metrics cold. You understand the stories behind the numbers, can spot weaknesses in standard formulations, and can defend your instrumentation under scrutiny.
Strong technical foundation. Proficiency in SQL is required. Familiarity with modern data-extraction techniques (LLM-based extraction, embeddings, classification) for working with unstructured data.
Executive communication. You can turn complex analysis into a clear narrative and a confident recommendation. You've influenced senior leaders with data and you know when to push back.
A real interest in AI value measurement. You don't need to be an expert — the field is too new for that — but you should be actively thinking about how to quantify the value of AI and agentic features, and excited to help define it.