Digital Customer Success Manager - 11601

Serve as a strategic advisor for customers, resolving inbound inquiries through targeted 1-on-1 engagements that remove roadblocks and accelerate their time-to-value with Coupa Analyze incoming questions to identify knowledge gaps and proactively author new self-service content, enriching our digital hub and enabling future customers to self-serve Utilize your technical acumen and excellent communication skills to translate complex concepts into easily digestible guidance for a diverse range of customers Collaborate seamlessly with internal teams (including Sales, Support, Professional Services and other specialized resources) to route complex issues, share frontline insights, and continuously optimize the customer experience Practitioner-level knowledge of Coupa Business Spend Management (BSM) software is required 3–4 years of experience in Customer Success, Support, or SaaS consulting Professional proficiency in English (C1 level or higher) is required Professional proficiency in Portuguese (C1 level or higher) is strongly preferred Exceptional communication skills, with the ability to explain complex technical concepts simply Strong time-management skills to easily prioritize and manage a high-volume, reactive queue Analytical mindset to spot inquiry trends and draft clear self-service materials (FAQs, Admin user guides) Experience utilizing both general workflow automation and modern generative AI tools (like Gemini) to streamline processes, improve efficiency, and create content Experience with CS platforms, CRMs, or ticketing systems