Customer Success Manager

About Coursera Coursera was founded in 2012 by Stanford professors Andrew Ng and Daphne Koller to make world-class learning accessible to everyone, everywhere. Today, over 190 million learners and 375+ university and industry partners use our platform to gain skills in fields like AI, data science, technology, and business.

As a Delaware public benefit corporation and Certified B Corp, we’re driven by the belief that learning can transform lives through learning.

Why Join Us

At Coursera, we’re looking for inventors, innovators, and lifelong learners ready to shape the future of education. You’ll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter.  We’re a globally distributed team and let you choose the best way you work, whether it's from home, a Coursera hub, or a co-working space near you.

Our virtual hiring and onboarding make it easy to join us and start making an impact from anywhere. If you’re ready to make a global impact, scale unique products exclusive to Coursera, and expand your career horizons, apply below. Job Overview: As a Customer Success Manager, your role is to ensure the success of our Asia customers in businesses and higher education by serving as a trusted advisor and guiding them towards their desired outcomes.

You will manage enterprise customers in the corporate & higher education space and craft high-leverage solutions to drive value and RoI for customers. 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 platform.

Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content strategy, Product and Learner Operations, and Services 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. Help customers drive high utilization of the Coursera platform by conducting regular cadence meetings with admins, do success planning, sharing best practices for a solid use-case  and executing a turn-around plan when customer- usage is low.  Ensure customers see value from Coursera via executive business reviews, exec sponsor meetings and ROI articulation.  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 50% Basic Qualifications: 5+ 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, L&D Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace.

We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at accommodations@coursera.org. Learn more in our CCPA Applicant Notice and GDPR Recruitment Notice.

Coursera is an online learning platform founded in 2012 that offers a wide range of courses, specializations, and degrees from top universities and institutions around the world. With a mission to provide universal access to education, Coursera has revolutionized the way people learn by leveraging technology to make high-quality education more accessible and affordable.

Through its innovative platform, Coursera has empowered millions of learners to acquire new skills, advance their careers, and...