Customer Success Manager - Coursera for Business - Remote

Overview

In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Business, by helping them achieve their strategic outcomes. Your performance hinges on effectively managing client relationships, balancing account renewal and growth objectives, and maintaining high customer satisfaction.

In Short

• Own strategic customer relationships with our Coursera for Business customers through a combination of remote & on-site engagements
• Responsible for client management; driving product usage, data storytelling, helping customers articulate the business value of Coursera’s learning platform, and showcasing the platform’s organizational impact.
• Influencing renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue
• Ensure customer success by driving adoption, managing customer relationships, creating executive sponsorship, conducting business reviews, and sharing best practices.
• Develop programs to increase the engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
• Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
• Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
• Drive customer advocacy and engagement with engagement in virtual and in-person events
• Onsite travel to customers around Paris expected approx. 20% of time

Requirements

• 4+ years of customer success experience, account management/sales experience a strong plus
• Experience in high customer retention, renewal, and growth
• Demonstrated history in the successful management of upsell campaigns
• Experience working with complex Enterprise customers
• Education Technology/Learning Technology/ or HR SaaS experience
• Business fluency in both French and English

Benefits

• Flexible workspace choices for employees
• Virtual interviews and onboarding
• Opportunity to work with a globally diverse team