Customer Success Manager

Coursera was launched in 2012 by 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 175 million registered learners as of March 31, 2025. Coursera partners with over 350 leading universities and industry leaders to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, and degrees. Coursera’s platform innovations enable instructors to deliver scalable, personalized, and verified learning experiences to their learners. Institutions worldwide rely on Coursera to upskill and reskill their employees, citizens, and students in high-demand fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

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.

**Job Overview**:
As a Customer Success Manager, your role is to ensure the success of our Asia customers in businesses and higher education by serving as a trusted advisor and guiding them towards their desired outcomes. You will manage enterprise customers in the corporate & higher education space and craft high-leverage solutions to drive value and RoI for customers. Your effectiveness will be measured by your ability to drive account value through effectively driving product usage, managing customer relationships and helping customers articulate business value tied to learning on the Coursera platform. 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 engagements.
- Help customers drive high utilization of the Coursera platform by conducting regular cadence meetings with admins, sharing best practices and executing a turn-around plan when customer
- usage is low.
- Ensure customers see value from Coursera via executive business reviews, exec sponsor meetings and ROI articulation.
- Share accountability with the Sales team for ensuring customer retention and expansion
- Serve as the primary “voice of customer” and point of escalation when customer issues arise, working in partnership with Support and Implementation to troubleshoot, and ensure quick resolution.
- Travel expected 50%

**Basic Qualifications**:

- 5+ years of account management/sales/customer success experience
- Experience in driving customer retention results, customer health metrics and driving value
- Experience increasing utilization metrics within assigned accounts
- Proven results with driving high NARR and renewal rates

**Preferred Qualifications**:

- Ability to articulate the power of education and learning to influence key business decision makers
- Strong 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 environments
- Excellent interpersonal, communication, and presentation skills with a strong ability for problem solving and analytical thinking to translate data into action
- Experience working in Edtech, L&D
- Proficiency in Bahasa Indonesia

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.

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