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.
As a Customer Success Manager, you will be based out of Colombia and will own a portfolio of enterprise accounts across Colombia. Your goal will be to help make our customers successful by helping them achieve their desired outcomes. Your performance will depend on your ability to identify customer needs, solve real-time challenges, balance high-priority demands from competing stakeholders while maintaining strong relationships. In this cross-functional role, you can expect to work with members within Sales, Marketing, Product, University Partnerships, Finance, Learner Operations, and Legal in service of Coursera’s growth and long-term success.
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Own strategic customer relationships with our largest government partners
Ensure customer success by driving adoption, managing partner relationships, conducting business reviews and sharing best practices
Develop programs to increase engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
Accountable for client renewal and retention results, responsible for identifying opportunities in closing additional revenue by upselling and cross-selling
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
5+ years of account management experience
Demonstrated history in high customer retention, renewal, and growth; successful management of upsell campaigns
Native or professional proficiency in Spanish
Ability to strategically problem solve with large government partners to drive usage
Experience working in EdTech with SAAS software experience
Complex account management
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
Excellent interpersonal, communication, and presentation skills
Ability to articulate the power of education and learning to influence key business decisions
Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
Strong problem solving and analytical thinking to translate data into action
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 firstname.lastname@example.org.