Customer Success Manager

Posted 1 day agoViewed

💎 Seniority level: Manager, 3+ years

📍 Location: Any country where Coursera has a legal entity

🔍 Industry: Ed-Tech

🏢 Company: Coursera👥 1001-5000💰 $1,000,000 about 4 years ago🫂 Last layoff 4 months agoInternet Education EdTech E-Learning

🗣️ Languages: English, Spanish

⏳ Experience: 3+ years

🪄 Skills: Business AnalysisBusiness IntelligenceCommunication SkillsAnalytical SkillsCustomer serviceRESTful APIsAccount ManagementCross-functional collaborationRelationship managementSales experienceData visualizationStrategic thinkingCustomer supportCustomer SuccessSaaS

Requirements:

3+ 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
Fluency in Spanish

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.

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