Senior Customer Value Consultant

About the role

Coupa is looking for a Senior Customer Value Consultant to support customers who need extra help adopting and getting value from Coupa. Working within the Customer Success organisation, you take short, focused engagements with accounts that need support, helping them work through issues and build healthier adoption over time. The role is hands-on and involves working directly within the account, including configuration in the Coupa platform where an engagement warrants it.

Key responsibilities

• Lead focused, time-bound engagements with accounts needing extra support to adopt Coupa and get full value from it
• Manage each engagement end to end, from initial diagnosis through to a clean transition
• Define the scope, activities and key deliverables of the engagement with the customer and agree what success looks like
• Diagnose adoption barriers in partnership with customers, pinpointing the root causes of risk
• Develop a recovery plan and build early momentum using disciplined project management
• Make configuration changes in the Coupa platform to resolve adoption barriers where needed
• Run workshops giving practical technical, process and workaround recommendations
• Equip the customer with a way to track their own progress so momentum continues after the engagement ends
• Partner with internal teams such as Sales, Product Management and Marketing to improve how customers succeed with Coupa

Required profile

• 6 to 8 years in customer success, consulting, implementation, solution advisory or a comparable customer-facing role at a software or SaaS company
• Full professional fluency in English, written and spoken (C1 or above)
• Familiarity with procurement, procure-to-pay or spend management is a plus

Required skills

• Hands-on experience configuring enterprise software; Coupa or similar spend-management experience preferred
• Consulting and engagement management skills, able to run a structured engagement and build trust quickly
• Strong written, verbal and presentation skills, including guiding customers through findings and next steps
• Analytical and problem-solving skills with a track record of diagnosing issues and driving measurable outcomes

What we offer

• Global well-being perks: two paid wellness days per year, a paid day off on your birthday, 40 hours of paid volunteer time off, and an employee assistance program
• Business travel protection
• Referral bonus program
• Location-specific benefits including medical/dental insurance, retirement/pension plans and life or accident protection