Fast Facts

Join Coursera as a Customer Success Manager, where you will drive customer satisfaction and retention while collaborating across teams to achieve shared goals in online education.

Responsibilities: Manage strategic customer accounts, driving adoption and ensuring customer success while serving as the primary point of escalation for issues.

Skills: 5+ years of customer success or account management experience, strong communication skills, ability to analyze metrics, and customer-centric mindset.

Qualifications: Preferred experience with higher education institutions, data-heavy applications, and a strong ability to influence business decision makers.

Location: This is a remote position based in the USA with some travel expected (15-25%).

Compensation: $86000 - $114000 / Annually

Launched in 2012 by two Stanford professors, Andrew Ng and Daphne Koller, Coursera is now one of the largest online learning platforms in the world, with 168 million registered learners. Our mission is to provide universal access to world-class learning. We partner with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations and Professional Certificates degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in 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.

At Coursera, we 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 the 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 is expected 15-25%

Basic Qualifications:

• 5+ years of account management/sales/customer success experience
• Experience in driving client retention results, customer health metrics, and driving value 
• Experience in increasing utilization metrics within assigned accounts

Preferred Qualifications:

• Experience working with higher education institutions
• 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 relationships 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

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

• Business Strategy
• Business Analytics
• Influencing People
• Customer Analytics

Compensation:

US Zone 1

This role is not available in Zone 1

US Zone 2

$91,200 - 114,000 USD

US Zone 3

$86,000 - $107,500 USD

The range(s) listed above is the expected annual base salary for this role, subject to change.

Salary is just one component of Coursera’s total rewards package. All regular employees are also eligible for a bonus program and equity in the form of RSUs.

A number of factors are taken into account when determining pay, which includes: job level, location, training/education, business need, skill set and internal equity. 

Current Zone Locations:

• Zone 1- San Francisco Metro, New York City Metro or Seattle Metro
• Zone 2 - CA (outside of SF Bay Area), CO, CT, DC, GA, IL, MA, MD, NY/NJ (other than NYC), OR, RI, TX, VA, WA (other than Seattle)
• Zone 3 - All other US locations

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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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