Coursera is a leading online learning platform for higher education, where 77 million learners from around the world come to learn skills of the future. More than 200 of the world’s top universities and industry educators partner with Coursera to offer courses, Specializations, certificates, and degree programs. Thousands of companies trust the company’s enterprise platform Coursera for Business to transform their talent. Coursera for Government equips government employees and citizens with in-demand skills to build a competitive workforce. Coursera for Campus empowers any university to offer high-quality, job-relevant online education to students, alumni, faculty, and staff. Coursera is backed by leading investors that include Kleiner Perkins, New Enterprise Associates, Learn Capital, and SEEK Group.
We are looking for a Customer Success Manager to manage Coursera’s Business customers across Europe, Middle East and Africa (EMEA). In this important role, you will be part of a huge growth opportunity where Coursera is scaling and supporting our Enterprise customers in upskilling their employees. As part of the Customer Success team, you will manage a portfolio largely composed of business customers. In this cross-functional role, you can expect to work with members within Sales, Marketing, Product, Finance, Learner Operations, and Legal in service of Coursera’s growth and long-term success.
Responsibilities:
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- Own end-to-end renewal process for all your customers by developing account plans, build relationships with decision-makers and influencers, holding executive business reviews, and negotiating contracts
- Help launch and drive adoption by developing learner engagement programs and sharing best practices
- Understand the customer needs and work towards agreed success metrics
- Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
- Collect product feedback and influence the product roadmap and GTM strategy
- Meet with customers over video calls and in-person (when allowed)
Basic Qualifications:
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- Business Fluency in English language
- 5+ years of work experience managing senior customer relationships
- A track record of high customer retention, renewal, and growth
- Background in account management, contract negotiation or customer success
Preferred Qualifications:
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- Natural problem solver and strategic thinker, comfortable manipulating large data-sets
- Passion for education, education reform, and interest in working for a social enterprise
- Experience with driving product adoption within large educational or enterprise populations based in EMEA Executive presence, ability to work with senior business stakeholders and leadership
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
- Excellent interpersonal, communication, and presentation skills
- Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
If this opportunity interests you, you might like these courses on Coursera:
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 [email protected].
Please review our CCPA Applicant Notice here.
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