Team Lead - Customer Value Manager

What You’ll Do

The Team Lead – Customer Value Management is responsible for ensuring successful customer value realization and overall program success for Coupa customers, while leading and coordinating a team of Customer Value Managers and ensuring consistency in customer relationship management.

• Lead customer value metrics workshops
• Develop customer value roadmaps
• Conduct scheduled customer check-ins
• Drive periodic value reviews
• Prepare for Renewals with Account Executives
• Monitor customer performance
• Manage customer relationships
• Establish role as trusted advisor
• “QB” Coupa internal resources as needed
• Share best practices ideas, product information, and relevant Coupa news
• Support/drive customer marketing campaigns
• Lead, coach, and develop a team of Customer Value Managers, ensuring high performance, consistent quality, and professional growth.
• Conduct performance reviews and development planning, providing mentorship and support for complex customer situations.
• Set team goals, KPIs, and performance metrics aligned with organizational strategy.
• Drive operational excellence through process improvements, standardization, and adoption of best practices.
• Allocate customer accounts and responsibilities based on capacity, skills, and priorities, while fostering a collaborative, inclusive, and accountable team culture.
• Act as the primary escalation point, facilitate team meetings, and promote knowledge-sharing and cross-functional alignment.

• Proven experience in team leadership, senior roles, or collaborative project management.
• Strong P2P or S2C domain expertise
• Strong background in customer / client success or sales management
• Entrepreneurial Attitude
• Experience with demonstrated success in the following:
• Managing client expectations
• Developing and maintaining executive relationships and associated influencing strategies
• Program management including managing disparate, cross-functional, cross-enterprise project teams
• Ability to have value-based conversation with business executives
• Strong organizational skills
• Strong communication skills including professional writing skills, verbal skills, and experience presenting to executive teams
• Background in software and SaaS solutions
• Strong handling of the English language with excellent written and verbal skills
• Strong handling of the German language with excellent written and verbal skills