Customer Success Manager – Enterprise, EMEA

Coursera

  • Full Time

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.

We are looking for a Customer Success Manager to manage Coursera’s Business customers across Europe, Middle East and Africa (EMEA). In this important role, you will be part of a huge growth opportunity where Coursera is scaling and supporting our Enterprise customers in up skilling their employees. As part of the Customer Success team, you will manage a portfolio largely composed of business customers. In this cross-functional role, you can expect to work with members within Sales, Marketing, Product, Finance, Learner Operations, and Legal in service of Coursera’s growth and long-term success.

 

Responsibilities:

 

  • Help launch and drive adoption by developing learner engagement programs and sharing best practices
  • Understand the customer needs and work towards agreed success metrics to ensure strong customer health, regularly meet with customers virtually over video calls 
  • Ensure Customers are aware of and engaged with Coursera’s current and new product and solutions 
  • Own end-to-end renewal process for all your customers by developing account plans, build relationships with decision-makers and influencers, holding executive business reviews, and negotiating contracts
  • Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
  • Collect product feedback and influence the product roadmap and GTM strategy
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    Basic Qualifications:

     

  • Business Fluency in English language
  • 8+ years of work experience managing senior customer relationships
  • A track record of high customer retention, renewal, and growth
  • Experience with driving product adoption within large enterprise populations based in EMEA 
  • Background in account management, contract negotiation, customer success
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    Preferred Qualifications:

     

  • Natural problem solver and strategic thinker, comfortable working with large data-sets
  • Passion for education, education reform, and interest in working for a social enterprise
  • Executive presence, ability to work with senior business stakeholders and leadership
  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
  • Excellent interpersonal, communication, and presentation skills
  • Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
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    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 accommodations@coursera.org.
    Please review our CCPA Applicant Notice here.