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Customer Success Manager, EMEA

extra holidays - extra parental leave - work from home - fully flexible
Remote: 
Full Remote
Experience: 
Mid-level (2-5 years)
Work from: 

Offer summary

Qualifications:

4+ years of customer success experience., Experience in high customer retention and growth., SaaS experience is a strong plus., Experience with complex enterprise or government customers..

Key responsabilities:

  • Manage strategic customer relationships.
  • Ensure customer success and drive product usage.
Coursera logo
Coursera Edtech: Education + Technology Scaleup https://www.coursera.org/
1001 - 5000 Employees
HQ: Mountain View
See more Coursera offers

Job description

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 148 million registered learners as of March 31, 2024.

Coursera partners with over 325 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business. Coursera became a B Corp in February 2021.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

We at Coursera are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. 

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you.

Job Overview:

In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Government and 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. This position will have you collaborating closely with cross-functional teams in Sales, Marketing, Product, and Implementation Services to contribute to Coursera’s growth and long-term success.

Coursera for Government is our dedicated public sector offering that leverages Coursera’s robust technology platform and extensive range of content to deliver impactful learning solutions for government entities worldwide. Coursera for Government empowers public institutions to equip their employees with in-demand skills, fostering sustainable economic growth and building a competitive workforce.

Coursera for Business is our enterprise offering that leverages Coursera’s unmatched technology platform and range of content to deliver an enterprise learning solution that helps companies transform their talent. Coursera for Business equips employers around the world, with the tools and resources they need to keep their talent sharp and, in turn, keep their business competitive.

Responsibilities:

  • Own strategic customer relationships with our Coursera for Government and 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 expected approx. 20% of time 

Basic Qualifications:

  • 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 and/or Government customers
  • Other language skills would be beneficial ( German, Spanish, Russian, French)

Preferred Qualifications:

  • SaaS experience with experience working in Edtech
  • Experience with data-heavy applications like Excel and Looker
  • Ability to articulate the power of education and learning to influence key business decision
  • Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy 
  • Entrepreneurial drive and comfort working in ambiguous, quickly changing environments
  • Excellent interpersonal, communication, and presentation skills with a strong ability for problem-solving and analytical thinking to translate data into action

If this opportunity interests you, you might like these courses on Coursera:

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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.
 
For California Candidates, please review our CCPA Applicant Notice here.
For our Global Candidates, please review our GDPR Recruitment Notice here.
 
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Required profile

Experience

Level of experience: Mid-level (2-5 years)
Industry :
Edtech: Education + Technology
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Analytical Thinking
  • Communication
  • Problem Solving
  • Social Skills

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