Customer Success Manager
Job description
Customer Success Manager responsible for ensuring the success of Coursera's enterprise customers across Asia in businesses, governments and higher education by acting as a trusted advisor and driving value and ROI.
At a glance
- Work mode
- Remote
What you'll do
- 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 and own Customer Executive relations 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%
What we're looking for
- 8 + 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 expansion/growth and renewal rates.
Nice to have
- Experience with leveraging AI to enhance efficiency and 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/with Edtech and higher educational institutions.
Apply
Direct apply at Coursera
Opens the job posting at Coursera
About Coursera
Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world's most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts.
Mission
To create the world's most powerful platform for turning learning into progress
Key facts
- More than 300 million learners
- 12,000+ enterprise customers
- Coursera and Udemy are now one company