Customer Success Manager - Remote

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 toward 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.

In Short

• Own strategic relationships with assigned customer accounts through a combination of remote & on-site engagements.
• 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.
• Travel expected 25%.

Requirements

• 3+ years of account management/sales/customer success experience.
• Experience in driving customer retention results, customer health metrics and driving value.
• Experience increasing utilization metrics within assigned accounts.
• Fluency in Spanish.

Benefits

• Flexible workspace choices for employees.
• Virtual interviews and onboarding for a smooth experience.