Senior Manager, Customer Success at Coursera

Imagine a world where anyone, anywhere, can unlock their full potential through learning. That is the powerful mission driving Coursera every single day, and with our recent combination with Udemy, we are now poised to reshape the future of skills development on an unprecedented global scale. If you are a visionary leader who genuinely thrives on helping customers succeed, someone who builds lasting relationships and empowers teams to excel, then step into this incredible opportunity. You can play a pivotal role in ensuring our partners and learners around the globe maximize the value of Coursera's innovative platform, all while working fully remotely from anywhere in the world.

Overview

Coursera, now combined with Udemy, stands as one of the world's most comprehensive skills development platforms for the AI era. We are accelerating AI powered innovation and shaping how the world discovers and builds skills during a pivotal moment of change. Launched in 2012, Coursera partners with leading universities and industry partners, offering a broad catalog of content and credentials to provide universal access to world class learning. Our platform innovations, including AI powered personalized guides and features like Role Play and Course Builder, enable instructors, partners, and companies to deliver scalable, personalized, and verified learning solutions. Institutions globally rely on us to upskill and reskill their employees, students, and citizens in high demand fields such as GenAI, data science, technology, and business.

As a Senior Manager, Customer Success, you will lead a team dedicated to fostering deep, impactful relationships with our most strategic enterprise customers. You will drive customer satisfaction, ensure successful adoption of our platform, and ultimately contribute to renewal and expansion across your portfolio. This is a fully remote, worldwide opportunity for someone ready to make a significant impact on global learning.

Key Responsibilities

Lead and Mentor: Inspire, coach, and develop a high performing team of Customer Success Managers, fostering a culture of excellence and continuous improvement.
Strategic Account Management: Oversee a portfolio of key enterprise accounts, ensuring customer health, driving value realization, and identifying opportunities for growth and advocacy.
Customer Experience Champion: Develop and implement strategies to enhance the overall customer journey, from onboarding through renewal, ensuring exceptional service and satisfaction.
Cross functional Collaboration: Work closely with Sales, Product, Marketing, and Support teams to align customer needs with product development and service delivery, acting as the voice of the customer.
Performance and Reporting: Define, track, and report on key customer success metrics, leveraging data to inform strategy and identify areas for optimization.
Problem Solving and Escalation: Proactively identify potential risks to customer satisfaction and retention, leading resolution efforts and managing escalations effectively.
Thought Leadership: Contribute to the ongoing evolution of Coursera's customer success methodology and best practices.

Requirements

Extensive experience in Customer Success leadership roles, preferably within a SaaS or EdTech environment, with a strong track record of managing and growing enterprise accounts.
Demonstrated ability to lead, motivate, and develop a team of customer facing professionals.
Exceptional communication, presentation, and interpersonal skills, capable of building rapport and influencing stakeholders at all levels.
Strong analytical and problem solving abilities, with a data driven approach to decision making.
Proven expertise in developing and executing customer success strategies that drive retention, adoption, and expansion.
A passion for education, learning technology, and Coursera's mission to provide universal access to world class learning.
Comfort working independently and collaboratively in a fully remote, global team environment.

What You'll Gain

Global Impact: Play a direct role in shaping the future of education and skill development for millions worldwide, working at the forefront of AI innovation.
Career Growth: Thrive in a dynamic, fast paced environment with ample opportunities for professional development and advancement within a rapidly expanding company.
Innovative Culture: Join a mission driven team that values collaboration, creativity, and a commitment to making a difference.
Flexibility: Enjoy the freedom and autonomy of a fully remote work model, allowing you to contribute from anywhere in the world.
Competitive Rewards: Receive a comprehensive compensation package, including competitive salary, benefits, and the chance to work with cutting edge technology.