Sr Customer Success Manager

New

Skills

Account management Account manager Advocacy Ai Analytics Communication Customer success Excel Looker Sales

Job Overview

As a Senior Customer Success Manager, your role is to ensure the success of our most strategic, Coursera for Business customers by serving as a trusted advisor and guiding them towards their desired outcomes.

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 Enterprise platform.

You will handle strategic enterprise customers in the higher education space and craft high-leverage solutions by bringing together cross-functional teams to drive value and RoI for customers.

Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content strategy, Product and Learner Operations, and Services, 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.
Be a trusted advisor to the customers to help them derive value from their investment in Coursera and own Customer Executive relations via executive business reviews, exec sponsor meetings and ROI articulation.
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.
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 25%

Qualifications

10 + 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 expansion/growth and renewal rates.

Job Type: Remote

Salary: Not Disclosed

Experience: Entry

Duration: 12 Months

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