Customer Success Manager, Coursera for Government

2 Months ago • 5 Years + • Business Development • $91,280 PA - $114,100 PA

Job Summary

Job Description

As a Customer Success Manager for Coursera for Government, you'll build and maintain strategic relationships with clients, ensuring their success and maximizing their investment in the platform. Responsibilities include driving client retention, managing partner relationships, conducting business reviews, troubleshooting issues, and providing data-driven analysis. You will collaborate with sales, marketing, product, and other teams to achieve Coursera's growth objectives. This role requires strong communication, problem-solving, and analytical skills, along with experience working with the Federal Government and in the EdTech industry. The position offers a flexible work arrangement with approximately 25% travel expected.
Must have:
  • 5+ years account management/sales/customer success experience
  • Federal Government experience
  • Drive client retention & value
  • Increase utilization metrics
  • Strong communication & problem-solving skills
Good to have:
  • Experience with data applications (Excel, Looker)
  • EdTech experience
  • Entrepreneurial drive
  • Customer empathy

Job Details

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:

As a 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 adept management of client relationships and your ability to enhance customer satisfaction. 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
  • Responsible for client retention results, customer health metrics and verified outcomes
  • Ensure customer success by driving adoption and key metrics, managing partner relationships, conducting business reviews, and sharing best practices – all is service of customers seeing value and growing their investment in their Coursera partnership.
  • Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
  • Provide quantitative and qualitative analysis to inform team decision-making and product roadmap
  • Travel expected 25%

Basic Qualifications:

  • 5+ years of account management/sales/customer success experience 
  • Demonstrated history of working with the Federal Government 
  • Experience in driving client retention results, customer health metrics and driving value 
  • Experience increasing utilization metrics within assigned accounts

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 Education Technology

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

Compensation:

Our job titles may span more than one career level. The starting base pay for this role is between $91,280 and $114,100. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits. 

#LI-NM1
Coursera is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.
 
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at accommodations@coursera.org.
 
For California Candidates, please review our CCPA Applicant Notice here.
For our Global Candidates, please review our GDPR Recruitment Notice here.
 
#LI-Remote

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About The Company

Coursera Inc. is an American global massive open online course provider. It was founded in 2012 by Stanford University computer science professors Andrew Ng and Daphne Koller. Coursera works with universities and other organizations to offer online courses, certifications, and degrees in a variety of subjects.

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