Customer Success Manager, Coursera for Government

Coursera • Full-time • US • 1m ago

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 162 million registered learners as of September 30, 2024.

Coursera partners with over 350 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.

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.

We at Coursera are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration.

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you.

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 engagements
Responsible for client retention results, customer health metrics and verified outcomes
Ensure 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 resolution
Provide quantitative and qualitative analysis to inform team decision-making and product roadmap
Travel expected 25%

Basic Qualifications:

5+ 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 accounts

Preferred Qualifications:

Experience working with US federal and/or state and local government clients
Experience with data heavy applications including Excel/Sheets and Looker
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

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

Compensation

Coursera offers competitive pay and equitable compensation practices. Our job titles may span more than one career level. This role's targeted hiring base salary range is between $85,500 and $114,000. 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.

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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 accommodations@coursera.org.

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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