• Manage, coach, and develop a team of Customer Success Managers (CSMs), providing clear expectations, feedback, and operational guidance. • Monitor team performance across KPIs tied to retention, adoption, engagement, and customer satisfaction. • Support CSMs in building and executing Success Plans that help customers achieve meaningful outcomes and mitigate risk. • Ensure CSMs maintain strong, multi-threaded relationships within their accounts and act as trusted advisors to their customers — including navigating M&A of properties, as well as changing industry regulations. • Guide the team in supporting high-volume, high-impact Property accounts with clear processes, repeatable playbooks, and strong cross-functional alignment. • Partner closely with sales, implementation, support, and product teams to ensure alignment on key initiatives and a smooth, cohesive customer experience. • Assist in managing customer escalations by coordinating with internal teams to ensure timely communication and resolution.

• Manage a defined portfolio of customers, serving as their primary point of contact and advocate. • Build trusted relationships with key customer stakeholders and internal teams. • Conduct regular business reviews to evaluate progress and uncover growth opportunities. • Drive adoption of M3 products by ensuring customers are fully trained. • Identify and execute initiatives that strengthen customer retention and satisfaction. • Proactively identify at-risk customers and implement mitigation strategies. • Document customer health, success metrics, and touchpoints.

• Lead the Americas Regional Hub of Customer Success Managers (CSMs) to ensure the consistent delivery of high-quality, value-added engagement, driving customer outcomes and ensuring operational excellence. • Partner with Regional and Territory CS leaders to execute against Coupa’s GTM strategy to enhance customer engagement, satisfaction, product utilization and retention, collaborating with regional and global peers to ensure a consistent and high-quality customer experience. • Implement best practices and processes which support CSMs in successful engagement with their customers that guide them through each stage of the lifecycle. • Identify and drive strategies to help CSMs scale effectively across accounts including initiatives to digitize the Customer engagement experience. • Develop proactive strategies to improve adoption rates, customer retention (GRR) and growth (NRR). Identify risk signals early and implement targeted intervention plans to retain customers. • Serve as a customer-facing field leader, both proactively through account sponsorship as well as in response to inquiries, negotiations, and escalations. • Build, mentor, and lead a team of experienced Customer Value Managers. Foster a culture of continuous improvement, collaboration, and customer-centricity. • Model and innovate in the usage of customer success platforms, CRM systems, and analytics to monitor customer health, forecast retention, and track key success metrics.

• Communicate the value proposition for the CloudZero platform and understand how it can be applied to address specific customer business outcomes. • Ensure customers are getting value from the adoption of the CloudZero platform. • Renew customer contracts, looking for opportunities for revenue expansion. • Lead, motivate, actively coach and grow the customer-facing FinOps Account Management (FAM) and Customer Success Management (CSM) teams. • Develop a strategy for scaling Customer Success, including building and managing teams for on-boarding, adoption, renewals and expansion at scale. • Manage the customer experience and journey - from sales handoff through post-sales on-boarding and adoption, and continued customer engagement through renewals and expansion. • Meet with customers globally to drive their adoption and value realization, and to identify areas of improvement for our platform, organization, and process. • Be a customer advocate and act as a trusted partner to R&D and GTM teams by ensuring the right priority and technical resources are being applied to maximize customer success activities. • Translating customer needs into actionable insights and priorities; ensuring a cohesive customer journey in partnership with R&D and GTM stakeholders. • Partner closely with the Sales to support new sales while making sure customers are set up for success. • Build and optimize Customer Success processes, playbooks, and metrics (e.g., retention, NRR, health scores, adoption). • Partner closely with CS Operations to improve tooling, reporting, and scalability. • Forecast customer risk and growth opportunities with accuracy and transparency.