Regional Manager, Customer Success – EMEA (Coursera for Business)

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 Regional Manager of Customer Success, EMEA  to manage a team of high-performing Customer Success Managers working with Corporate Enterprise customers, that help organizations across the region build relevant skills for the future. 
 
You will be a key member of the regional leadership team with significant revenue responsibility. Through your team, you will be responsible for closing renewals and (in partnership with sales) you will co-own revenue responsibility for upsells.
 
You will help your teams work with customer stakeholders to identify and accomplish their business goals and be able to recognize and communicate the value Coursera brings to their business. You will work to execute proactive customer engagement and retention strategy, drive ongoing adoption initiatives, drive business reviews and Account planning, forecast and close predictable renewals. In this cross-functional role, you can expect to work with members within Sales, Marketing, Implementation, Product, Finance, Learner Operations, and Legal.
 
You will also be expected to be an exceptional people manager and drive hiring, development, and retention for your team of high performing individuals. 

 

Responsibilities:

 

  • Meet and exceed all quarterly renewal bookings and revenue growth goals for Enterprise corporate customers in EMEA 
  • Drive the customer success strategy and methodology for the region including renewal forecasting, success planning, business reviews, adoption playbooks and more
  • Hire, develop and retain a team of high performing Customer Success Managers
  • Represent Coursera as an executive sponsor and build relationships with key customers
  • Collect product feedback and influence the product roadmap and go-to-market strategy
  • Drive strategy of land and expand within the customer base
  • Manage and own key aspects of customer advocacy such as  advisory boards and NPS 
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    Basic Qualifications:

     

  • 10+ years of Account Management/Customer Success/Sales experience plus 5+ years of experience leading Customer Success teams
  • Demonstrated history in commercial/revenue ownership 
  • Experience working with executive presence and ability to develop deep C-suite relationships
  • Renewal forecasting, contract negotiation, pipeline management, analytical problem-solving, business planning
  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
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    Preferred Qualifications:

     

  • SaaS experience 
  • Strong management and leadership skills
  • Complex account management 
  • EdTech / Learning & Development Experience 
  • European language skills (ideal but not required) 
  • MBA/Master Degrees 
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    If this opportunity interests you, you might like these courses on Coursera:
    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. 
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