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. As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.
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 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, 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 engagement strategies.
- 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.
- 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.
Basic Qualifications:
- 3+ years of customer success / account management experience
- Experience in driving customer retention results, customer health metrics and driving value
- Experience increasing utilization and engagement metrics within assigned accounts
Preferred Qualifications:
- 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
- Fluency in Spanish and/or Portuguese a large asset
If this opportunity interests you, you might like these courses on Coursera:
- Business Strategy
- Business Analytics
- Successful Negotiation: Essential Strategies and Skills
- Sales Pitch and Closing
- Storytelling and Influencing: Communicate with Impact
- Leading transformations: Manage Change
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].
For California Candidates, please review our CCPA Applicant Notice here.
For our Global Candidates, please review our GDPR Recruitment Notice here.
What We Do
Coursera was founded by Daphne Koller and Andrew Ng in 2012 with a vision of providing life-transforming learning experiences to learners around the world. Today, Coursera is a global platform for online learning and career development that offers anyone, anywhere, access to online courses and degrees from leading universities and companies. Coursera received B Corp certification in February 2021, which means that we have a legal duty not only to our shareholders, but to also make a positive impact on society more broadly, as we continue our efforts to reduce barriers to world-class education for all.
Coursera partners with more than 300 leading universities and companies to bring flexible, affordable, job-relevant online learning to individuals and organizations worldwide. We offer a range of learning opportunities—from hands-on projects and courses to job-ready certificates and degree programs. 148 million learners and more than 7,000 campuses, businesses, and governments have come to Coursera to access world-class learning—anytime, anywhere.
Why Work With Us
We’re a team unified by a set of values based on who we are and what we want to become.
Learners first - Champion learners everywhere
Play for Team Coursera - Excel as an individual, win as a team
Maximize Impact - Product big results with less effort
Learn, Change, Grow - Innovate & learn
Love without Limits - Celebrate diversity & dignity
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