Remote Client Success Manager - Coupa Solutions

About the Role

We are looking for a Remote Client Success Manager to join our team at CrossCountry Consulting. In this role, you will be instrumental in helping our clients maximize the value of their Coupa investments and ensure long-term success. As a Client Success Manager, you will leverage your relationship-building skills and solution knowledge to lead the post-implementation client experience, ensuring smooth onboarding, strong adoption, successful renewals, and continued engagement.

What You'll Do

• Lead Client Relationship & Delivery Success: Oversee the transition from implementation to Post-Production Services (PPS), ensuring a seamless handoff, complete documentation, and operational readiness.
• Serve as the primary point of contact for assigned clients, helping ensure they stay supported, informed, and able to realize the full benefit of their Coupa investment.
• Build influential relationships with client stakeholders to understand their strategic priorities and how CrossCountry’s solutions can best support them.
• Coordinate issue resolution, support requests, and internal escalation management to drive a frictionless client experience.
• Drive Client Adoption, Value and Growth: Monitor adoption trends and KPIs to proactively address risks and identify opportunities to increase ROI.
• Lead semi-annual business reviews with clients to evaluate performance, share insights, and align future needs and roadmap.
• Identify and qualify opportunities to upsell additional software licenses, modules, advisory, and/or post-production services.
• Partner with internal teams (Sales, Delivery, PPS) to execute timely renewals, negotiate scope changes, and support expansion conversations.
• Enable Operational Excellence: Maintain accurate and timely documentation of client activity, risks, opportunities, and account health in Salesforce.
• Collaborate with cross-functional teams to ensure coordinated service delivery and alignment with client strategies.
• Contribute to continuous improvement by developing client success best practices, playbooks, and refined onboarding processes.
• Stay informed about emerging AI tools and techniques and collaborate with firm leadership to identify compliant opportunities to enhance client solutions and internal processes.

What You'll Bring

• 3+ years in Client Success, Account Management, Customer Support, or related functions in a SaaS or enterprise software environment.
• Proven track record managing client portfolios and driving retention, upsell, and adoption outcomes.
• Experience supporting clients through post-production activities, quarterly or semi-annual reviews, and/or renewal cycles.
• Familiarity with ERP, procurement, and/or financial systems (specifically Coupa and NetSuite) preferred.
• Exceptional communication, relationship-building, and presentation skills.
• Strong ability to navigate client conversations with professionalism, empathy, and commercial awareness.
• Proficiency in Microsoft Office, especially Excel and PowerPoint.
• Experience with CRM systems, such as Salesforce.
• Demonstrated ability to analyze client data and translate insights into action.
• Ability to manage multiple priorities in a fast-paced, team-oriented environment.
• Comfort with AI: Demonstrated ability to responsibly explore and adopt firm-approved AI tools to enhance productivity and innovation.
• Continuous Learning Mindset: Openness to learning and applying emerging technologies including AI and automation.

Qualifications

• Bachelor’s degree in Business, Technology, or related field.
• Strong client-focused mindset with a passion for helping clients succeed.
• Comfortable with cross-functional collaboration and influencing without authority.
• Willingness to travel as needed.

What We Offer

• Comprehensive healthcare options, including medical, dental, and vision coverage.
• Flexible spending accounts and a 401(k) with company matching.
• Generous parental and maternity leave policies.
• Technology stipends and wellness reimbursement programs.
• Support for both professional growth and personal well-being.