As a Digital Customer Success Manager at Coupa, you will be at the forefront of our scalable customer success strategy. In this role, you will manage a large portfolio of customers in a shared environment driven by both incoming customer queries and proactive data insights, ensuring our customers have the resources and guidance they need to successfully adopt Coupa solutions.
To drive platform adoption and value, you will resolve incoming customer inquiries through targeted 1-on-1 engagements, leveraging your Coupa product expertise, internal resources, and our self-service digital hub. By identifying trends in these inquiries, you will pinpoint knowledge gaps and proactively build new self-service content to continuously elevate our resources.
As you will have direct interaction with clients daily, excellent written and verbal communication skills coupled with product and technical acumen are key to this role.
Serve as a strategic advisor for customers, resolving inbound inquiries through targeted 1-on-1 engagements that remove roadblocks and accelerate their time-to-value with Coupa
Analyze incoming questions to identify knowledge gaps and proactively author new self-service content, enriching our digital hub and enabling future customers to self-serve
Utilize your technical acumen and excellent communication skills to translate complex concepts into easily digestible guidance for a diverse range of customers
Collaborate seamlessly with internal teams (including Sales, Support, Professional Services and other specialized resources) to route complex issues, share frontline insights, and continuously optimize the customer experience
Practitioner-level knowledge of Coupa Business Spend Management (BSM) software is required
3–4 years of experience in Customer Success, Support, or SaaS consulting
Professional proficiency in English (C1 level or higher) is required
Professional proficiency in Portuguese (C1 level or higher) is strongly preferred
Exceptional communication skills, with the ability to explain complex technical concepts simply
Strong time-management skills to easily prioritize and manage a high-volume, reactive queue
Analytical mindset to spot inquiry trends and draft clear self-service materials (FAQs, Admin user guides)
Experience utilizing both general workflow automation and modern generative AI tools (like Gemini) to streamline processes, improve efficiency, and create content
Experience with CS platforms, CRMs, or ticketing systems
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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.
Please be advised that inquiries or resumes from recruiters will not be accepted.
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