Sr. Value Assurance Director

📋 Description

• Own and resolve high-dollar customer escalations threatening retention.
• Conduct deep technical and financial assessments to pinpoint root causes.
• Engage with C-suite execs to deliver action plans and commitments.
• Mobilize cross-functional teams across Product, Engineering, Sales, and Professional Services.
• Design and enforce a rigorous RCA framework for major escalations.
• Partner with Senior Customer Success to deploy predictive value models.

🎯 Requirements

• 15+ years in TAM, Customer Success, or Management Consulting in enterprise B2B SaaS.
• Japanese language proficiency strongly preferred to support APJ engagement.
• Single point of accountability for multi-million-dollar C-suite escalations leading to renewal/expansion.
• Expert understanding of financial/operational impact of enterprise software (Spend, Procurement).
• Executive communication, negotiation, and conflict resolution with C-levels.
• Proven ability to drive cross-functional change without direct authority.

🎁 Benefits

• Pioneering technology at Coupa.
• Collaborative culture focused on transparency and excellence.
• Global impact across clients and teams.