Job Overview:As a Customer Success Manager, your role is to ensure the success of our customers by serving as a trusted advisor and guiding them towards their desired outcomes. Your effectiveness will be measured by your adept management of client relationships and your ability to enhance customer satisfaction. Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content strategy, Product and Learner Operations, all working cohesively towards the shared goals of Coursera's growth and long-term success. Together, we are redefining how individuals acquire knowledge and skills, and we invite you to be a driving force as we transform lives through learning.Responsibilities:Own strategic relationships with assigned customer accounts through a combination of remote & on-site engagementsResponsible for client retention results, customer health metrics and verified outcomesEnsur customer success by driving adoption and key metrics, managing partner relationships, conducting business reviews, and sharing best practices – all is service of customers seeing value and growing their investment in their Coursera partnership.Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolutionProvide quantitative and qualitative analysis to inform team decision-making and product roadmapTravel expected 25%Basic Qualifications:7+ years of account management/sales/customer success experience Experience in driving client retention results, customer health metrics and driving value Experience increasing utilization metrics within assigned accountsPreferred Qualifications:Experience working with government clientsExperience with data heavy applications including Excel/Sheets and LookerAbility to articulate the power of education and learning to influence key business decision makersStrong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy Entrepreneurial drive and ability to work autonomously in fast moving, quickly-changing environmentsExcellent interpersonal, communication, and presentation skills with a strong ability for problem solving and analytical thinking to translate data into actionExperience working in Education Technology If this opportunity interests you, you might like these courses on Coursera:Business Strategy Business Analytics Compensation:Coursera offers competitive pay and equitable compensation practices. Our job titles may span more than one career level. The targeted hiring base salary range for this role is between$112,00-131,500. The actual base pay is dependent upon many factors, including but not limited to: prior work experiences, training/education, transferable skills, business needs, and geographical location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for variable pay, equity, and benefits. #LI-NM1
