Senior Customer Success Manager

Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 162 million registered learners as of September 30, 2024.

Coursera partners with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business. Coursera became a B Corp in February 2021.

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.

We at Coursera 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:

As a Senior Customer Success Manager, your role is to ensure the success of our customers by serving as a trusted advisor and guiding them towards their desired outcomes. Your effectiveness will be measured by your ability to drive account value through effectively driving product usage, managing customer relationships and helping customers articulate business value tied to learning on the Coursera Enterprise platform. You will handle strategic enterprise customers and craft high-leverage solutions by bringing together cross-functional teams to drive value and RoI for customers. Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content strategy, Product and Learner Operations, all working cohesively towards the shared goals of Coursera's growth and long-term success. Together, we are redefining how individuals acquire knowledge and skills, and we invite you to be a driving force as we transform lives through learning.

Responsibilities:

• Own strategic relationships with assigned customer accounts through a combination of remote & on-site engagements.
• Be a trusted advisor to the customers to help them derive value from their investment in Coursera via executive business reviews, exec sponsor meetings and ROI articulation. 
• Help customers drive high utilization of the Coursera platform by conducting regular cadence meetings with admins, sharing best practices and executing a turn-around plan when customer- usage is low. 
• Share accountability with the Sales team for ensuring customer retention and expansion
• Serve as the primary “voice of customer” and point of escalation when customer issues arise, working in partnership with Support and Implementation to troubleshoot, and ensure quick resolution.
• Travel expected 25%

Basic Qualifications:

• 7+ years of account management/sales/customer success experience
• Experience in driving customer retention results, customer health metrics and driving value 
• Experience increasing utilization metrics within assigned accounts
• Proven results with driving high NARR and renewal rates

Preferred Qualifications:

• Experience with data heavy applications including Excel/Sheets and Looker
• Ability to articulate the power of education and learning to influence key business decision makers
• Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy 
• Entrepreneurial drive and ability to work autonomously in fast moving, quickly-changing environments
• Excellent interpersonal, communication, and presentation skills with a strong ability for problem solving and analytical thinking to translate data into action
• Experience working in Edtech