VP, Value Assurance

The Vice President, Value Assurance is a critical executive leadership role responsible for mobilizing cross-functional resources to ensure that every Coupa customer realizes and sustains the maximum financial and operational value from their investment. This leader acts as the escalation point for high-stakes, at-risk customer relationships where the customer's perceived value and return on investment is compromised. Reporting to the SVP, Customer Success, this role directly impacts revenue retention and growth, customer loyalty, and Coupa's reputation as a strategic partner in Autonomous Spend Management. Executive Escalation & Resolution Management Leadership: Define Engagement Framework for escalation management and resolution, including intake, execution, and closure processes that provide structure, clarity, and rapid results. Lead Critical Engagements: Personally own, manage, and drive the resolution of Coupa's most complex and high-risk customer escalations, particularly those threatening retention or demanding executive intervention. Strategic Governance & Process Improvement: Define Escalation Policy: Design, formalize, and enforce a best-in-class, company-wide framework for escalation management, including clear severity definitions, response mechanisms, roles, and communication protocols. Post-Mortem Analysis & Learning: Implement a rigorous closed-loop feedback process. For every engagement, lead a Root Cause Analysis (RCA) to identify systemic failures in product, implementation, sales, or support, translating findings into actionable improvements for respective functional leaders.