Customer Success Manager, France

Launched in 2012 by two Stanford professors, Andrew Ng and Daphne Koller, Coursera is now one of the largest online learning platforms in the world, with 168 million registered learners. Our mission is to provide universal access to world-class learning. We partner with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations and Professional Certificates degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

At Coursera, we are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. 

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you.

Job Overview:

In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Business, by helping them achieve their strategic outcomes. Your performance hinges on effectively managing client relationships, balancing account renewal and growth objectives, and maintaining high customer satisfaction. This position will have you collaborating closely with cross-functional teams in Sales, Marketing, Product, and Implementation Services to contribute to Coursera’s growth and long-term success.

Coursera for Business is our enterprise offering that leverages Coursera’s unmatched technology platform and range of content to deliver an enterprise learning solution that helps companies transform their talent. Coursera for Business equips employers around the world, with the tools and resources they need to keep their talent sharp and, in turn, keep their business competitive.

Responsibilities:

• Own strategic customer relationships with our Coursera for Business customers through a combination of remote & on-site engagements
• Responsible for client management; driving product usage, data storytelling, helping customers articulate the business value of Coursera’s learning platform, and showcasing the platform’s organizational impact.
• Influencing renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue 
• Ensure customer success by driving adoption, managing customer relationships, creating executive sponsorship, conducting business reviews, and sharing best practices. 
• Develop programs to increase the engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
• Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
• Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
• Drive customer advocacy and engagement with engagement in virtual and in-person events 
• Onsite travel to customers around Paris expected approx. 20% of time

Basic Qualifications:

• 4+ years of customer success experience, account management/sales experience a strong plus
• Experience in high customer retention, renewal, and growth
• Demonstrated history in the successful management of upsell campaigns
• Experience working with complex Enterprise customers
• Education Technology/Learning Technology/ or HR SaaS experience
• Business fluency in both French and English 

If this opportunity interests you, you might like these courses on Coursera:

• Business Strategy
• Business Analytics

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