This role combines product expertise, customer engagement, and data-driven insights to proactively guide customers through their product journey—from onboarding to expansion.
You will act as the voice of the product to the customer and the voice of the customer back to the Product Management, Engineering teams, driving feature adoption and shaping the product roadmap based on real-world usage data and feedback.
What You'll Do:
Product Adoption & Customer Value
● Own the product success strategy for a portfolio of products/customers/regions
● Drive product adoption, feature utilization, and time-to-value
● Partner with customers to define success criteria, KPIs, and value outcomes
● Conduct regular product reviews, health checks, and roadmap alignment sessions
● Conduct Product Deep Dives to help existing customers leverage advanced modules they may be underutilizing.
Product Expertise & Facilitating SME Enablement
● Become a trusted product expert and advisor to customers and field teams.
● Facilitate tighter and ongoing collaboration between product management and SMEs (Subject matter experts) from Solution and Value Advisory (SVA), Customer Value Management (CVM) and Professional Services (PS).
● Participate in Product Steering forums to prioritize the roadmap based on customer impact and retention risk.
● Support onboarding and major product rollouts.
Voice of the Customer
● Capture customer feedback, pain points, and enhancement requests via forums such as Customer Advisory Boards, Product Innovation Council etc.
● Partner with Product Management to influence roadmap priorities. Advocate for customer needs across Engineering, Support, and Sales.
● Identify product gaps and adoption risks early.
Voice of the Field Feedback Loop
● Establish structured feedback loops from field teams to Product
● Surface enablement gaps, adoption blockers, and usability issues
● Influence product roadmap and documentation improvements
● Represent field readiness and adoption perspectives in product discussions
Cross-Functional Collaboration
● Work closely with Customer Success, Sales & Presales, and Professional Services
● Support renewals and expansions by demonstrating product value
● Contribute to customer success plans and executive business reviews
● Align with Marketing on customer stories and product messaging
● Bridge the gap between Sales and Product by ensuring the sales team understands the latest capabilities and value propositions.
Data & Reporting
● Monitor product usage data and customer health metrics
● Identify trends, risks, and opportunities for optimization
● Create reports and insights to guide customer and internal decisions
● Drive continuous improvement of product success processes
What You Will Bring to Coupa:
- Experience: 8+ years in a SaaS environment (Product Management, Presales, Customer Success, or Consulting) or ex Procurement and Supply Chain practitioner with deep expertise in Procurement technology.
- Previous experience implementing and/or being a super user across the Source to Pay process especially Coupa, SAP Ariba technology will be an added advantage.
- Strong understanding of procurement, finance, supply chain, or spend management processe.
- Proven experience driving enterprise software adoption, customer outcomes and value realization.
- Communication: Strong storytelling skills to translate product capabilities into business outcomes and excellent stakeholder management skills
- Empathy: A deep desire to understand user pain points and a problem-solver mindset.
