Coursera can hire people in any country where we have a legal entity, assuming candidates have eligible working rights and a sufficient timezone overlap with their team. Our interviews and onboarding are conducted virtually, a part of being a remote-first company.

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 102 million registered learners as of March 31, 2022. Coursera partners with over 250 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.

Job Overview:
Coursera’s Enterprise Solutions team serves global organizations, including leading companies, campuses, governments, and nonprofits, who seek to upskill or retrain their workforce with the world’s best education. This team is made up of three sub-teams: Sales, Customer Success, and Revenue Strategy & Operations, which operate globally and have members based out of our offices in Mountain View, New York, London, Gurgaon, and Abu Dhabi.

We are looking for a Customer Success Manager to manage Coursera’s Business customers across India and APAC. In this important role, you will be part of a huge growth opportunity where Coursera is scaling and supporting our Enterprise customers in upskilling 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:
Own strategic customer relationships with our enterprise customers

Ensure customer success by driving adoption, managing customer relationships, conducting business reviews and sharing best practices while renewing & retaining your customers to hit your revenue targets

Work in close collaboration with Account Executives & Account Managers to expand your set of accounts

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

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

Basic Qualifications:
3 + years of work experience managing customer relationships

A track record of high customer retention, renewal, and growth

Demonstrated history with driving product adoption within medium educational or enterprise populations based in APAC

Background in account management, contract negotiation, customer success

Ability to manage 50-60 Enterprise customers (>$40k ACV) accounts with a minimum book size of USD $3-4 million

Understanding of SAAS business model

Preferred Qualifications:
Excellent interpersonal, communication, and presentation skills; business Fluency in English language

Natural problem solver and strategic thinker, comfortable manipulating 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

Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy

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

Successful Negotiation: Essential Strategies and Skills

Storytelling and influencing: Communicate with impact

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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 [email protected].

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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