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 92 million registered learners as of Sept. 30, 2021. Coursera partners with over 250 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in many high-demand fields, including data science, technology, and business. Coursera became a B Corp in February 2021.
We are looking for a Customer Success Manager to manage Coursera’s Government customers mainly across the APAC region with a focus on Korea. In this important role, you will be part of a huge growth opportunity where Coursera is scaling and building out our “Coursera-for-Government” strategy. As part of the Customer Success team, you will manage a portfolio largely composed of Government and public sector customers. You can expect to work with members within Sales, Implementation, Partnerships, Marketing, Product, Finance, and Legal.
Responsibilities:
- 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:
- Business fluency in Korean and English language
- 5+ years of work experience managing senior customer relationships
- A track record of high customer retention, renewal, and growth
- Experience with driving product adoption within large educational or enterprise populations
Preferred Qualifications:
- Experience in the higher education sector
- Natural problem solver and strategic thinker, comfortable manipulating large data-sets
- Passion for education, education reform, and interest in working for a social enterprise
- Executive presence, ability to work with senior university administrators and faculty
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
- Excellent interpersonal, communication, and presentation skills
- Background in account management, contract negotiation, customer success
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.
Korea Remote /
Business Development & Customer Success – Customer Success /
Full-time Exempt
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