• Act as the trusted advisor and partner to Customer Success leadership with credibility and influence from strategy to execution • Implement and execute the Coupa Revenue Operating Model across the Customer Success organization. • Provide leadership and counsel to Customer Success leaders to implement objectives and cadences — including renewal forecast reviews and at-risk account cadences — that appropriately reflect and drive our business goals. • Own the operating rhythm for renewal forecasting, including available-to-renew (ATR) management and the accuracy and consistency of renewal rate, churn, and expansion reporting. • Drive book-of-business segmentation, coverage, and capacity planning processes and related activities, working with cross-functional teams to build plans that align to corporate goals and strategy. • Develop and implement best-practices, processes, and cadences to establish quality, accuracy, and process consistency across reporting, forecasting, retention management, and overall revenue process optimization while minimizing administrative overhead. • Oversee the creation, accuracy, and efficient distribution of retention, renewal, and customer health metrics, reports, and other revenue-related business intelligence essential to the organization. • Partner with Finance and Revenue Operations peers to ensure renewal, churn, and net retention reporting reconciles with company-level forecasting and planning. • Actively contribute to the enhancement of business operations processes covering applications, data, reporting, field engagement and project/change management. • Build strong relationships across Customer Success leadership and other cross-functional departments to influence decision making, drive process optimization and overall revenue effectiveness.