Director, AI Products – Customer Success & Support

New

CoupaAI software

Listing location: San Francisco Bay Area, United States; Workplace type: RemoteFull-TimeDirector

Salary201,000 - 281,000 USD per year

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Job Details

Experience: 10+ years of product management, strategy, or enterprise program management experience
Required Skills: Product ManagementCustomer SuccessSaaSCustomer support

Bring 10+ years of product management, strategy, or enterprise program management experience.
Have a proven track record of shipping software solutions within Customer Success, Support, or Service Cloud ecosystems.
Have owned a portfolio end to end, including its roadmap, business case, and outcomes.
Have experience leading cross-functional teams and portfolios through influence, with the ability to hire, develop, and lead a team as scope grows.
Bring deep functional knowledge of the customer lifecycle, including onboarding flows, ticket orchestration, and enterprise-scale account health modeling.
Have experience evaluating and orchestrating different agent architectures, including selecting model capabilities or purpose-built platforms for use cases.
Have hands-on experience architecting, building, and scaling AI agents, from rapid prototyping to production deployment.
Be able to develop and maintain complex agentic workflows.
Be able to influence senior leaders without direct authority and translate technical AI constraints into plain-English business solutions.
Have experience managing organizational change and adapting product priorities in high-ambiguity environments.

Own the Customer Success and Support AI portfolio roadmap, investment priorities, business cases, and outcomes.
Develop a unified AI strategy and operating model for Customer Success and Support workflows.
Translate cross-functional requirements into clear product requirements for AI Platform and AI Engineering teams.
Prioritize agent use cases and maintain a roadmap sequenced around the customer journey.
Own the AI product backlog, facilitate grooming, and manage dependencies, scope, risks, and milestones.
Prototype, build, deploy, operate, and iterate on AI agents using approved platforms and tooling.
Design support journeys as structured agent sequences and partner on orchestration and technology choices.
Build dashboards to track agent performance, resolution accuracy, and system reliability.
Lead agent testing, define completion criteria, and ensure outputs are accurate, compliant, and empathetic.
Drive change management, training, governance, adoption, and executive reporting for the portfolio.

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