Everyone,
At my first All-Team meeting two weeks ago, I talked about constantly evolving our business to be more responsive, flexible, and durable. One of the items I focused on was how we’re always going to make decisions to put the right talent and right teams in the right places for our long-term success and that of our customers – because this is a company that will go the distance as very few have.
Earlier today, we shared with a number of individuals (about 1% of our overall workforce) that we’re shifting their customer support roles to other global locations for the sake of increased durability of our business. In addition, the adjustments will continue to improve the way we support our customers by allowing us to be always-on; a typical follow the sun model of operating, which is essential to scale.
In addition to this customer support realignment, we eliminated additional roles in order to further drive operational efficiency to further set us up for a durable business (about 2% of our global workforce). These roles were either duplicative, moved to our Partner Ecosystem, or were not required based on the current size of the organization.
We are profoundly appreciative of the journey to ‘here’ and the people who helped us get ‘here.’ To those leaving Coupa, your contribution to this company is not taken for granted and we commit to treating you just as we did as you arrived – fairly, clearly, and kindly.
In future, as we consider adjustments like this one, we will be transparent about them well before we execute on them. They will be part of a plan we all understand holistically, and a plan we collectively believe supports a durable business focused on growth and profitability.
As we dramatically increase the level of clarity around ‘where we are going’ as a company and the transparency therein, you should expect one thing to be constant from here forward – and that’s how we value our people. Equity, fairness, and consistency will always be principles that govern our actions. We look forward to earning your trust on this.
Finally, one thing I am not apologetic for is change. Companies die if they don’t change. We will always change. It’s how good companies become great companies and it will fuel our durable business. It is what will allow us to become what we collectively want – a generational software company.
I will close with two things:
We are all human. I will not commit to staying static, but I will commit to increasing our transparency and clarity about when and how we will change and scale. That is what I owe each one of you – those that will leave us to work elsewhere, those who work here, and those who don’t yet work here.
I am profoundly grateful for your resilience, faith and belief in what we can and will become.