Customer Success Manager
Job Overview:
In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Campus working with Universities, by helping them achieve their strategic outcomes and focussing primarily across the Saudi territory. Your performance hinges on effectively managing client relationships, driving product adoption, balancing account renewal and growth objectives, and maintaining high customer satisfaction. This position will have you collaborating closely with cross-functional teams in Sales, Marketing, Product, and Implementation Services to contribute to Coursera’s growth and long-term success.
Coursera for Campus is a unique offering designed to help universities worldwide respond and adapt to the unprecedented challenges presented by a rapidly changing world. Universities can leverage thousands of courses and world-class authoring tools on Coursera in their on-campus programs to offer supplemental, credit-eligible learning to current students as well as lifelong learning opportunities for alumni, faculty, and staff.
Responsibilities:
Own strategic customer relationships with our Coursera for Campus, Coursera for Government and Coursera for Business customers through a combination of remote & on-site engagements
Responsible for client management; driving product usage, data storytelling, helping customers articulate the business value of Coursera’s learning platform, and showcasing the platform’s organizational impact.
Influencing renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue
Ensure customer success by driving adoption, managing customer relationships, creating executive sponsorship, conducting business reviews, and sharing best practices.
Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution along with developing programs to increase the engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
Provide quantitative/qualitative analysis to inform team decision-making and product roadmap and drive customer advocacy and engagement with engagement in virtual and in person events. Onsite travel to customers expected at least 20% of time
Basic Qualifications:
4+ years of customer success experience, account management/sales experience a strong plus
Experience in high customer retention, renewal, and growth
Demonstrated history in the successful management of upsell campaigns
Experience working with University and Higher Education customers as well as Corporate customers
Business fluency in Arabic and English (French a plus)
Preferred Qualifications:
SaaS experience
Experience with data-heavy applications like Excel and Looker
Ability to articulate the power of education and learning to influence key business decision
Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
Entrepreneurial drive and comfort working in ambiguous, 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:
#LI-NL1
About the job
Apply for this position
Customer Success Manager
Job Overview:
In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Campus working with Universities, by helping them achieve their strategic outcomes and focussing primarily across the Saudi territory. Your performance hinges on effectively managing client relationships, driving product adoption, balancing account renewal and growth objectives, and maintaining high customer satisfaction. This position will have you collaborating closely with cross-functional teams in Sales, Marketing, Product, and Implementation Services to contribute to Coursera’s growth and long-term success.
Coursera for Campus is a unique offering designed to help universities worldwide respond and adapt to the unprecedented challenges presented by a rapidly changing world. Universities can leverage thousands of courses and world-class authoring tools on Coursera in their on-campus programs to offer supplemental, credit-eligible learning to current students as well as lifelong learning opportunities for alumni, faculty, and staff.
Responsibilities:
Own strategic customer relationships with our Coursera for Campus, Coursera for Government and Coursera for Business customers through a combination of remote & on-site engagements
Responsible for client management; driving product usage, data storytelling, helping customers articulate the business value of Coursera’s learning platform, and showcasing the platform’s organizational impact.
Influencing renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue
Ensure customer success by driving adoption, managing customer relationships, creating executive sponsorship, conducting business reviews, and sharing best practices.
Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution along with developing programs to increase the engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
Provide quantitative/qualitative analysis to inform team decision-making and product roadmap and drive customer advocacy and engagement with engagement in virtual and in person events. Onsite travel to customers expected at least 20% of time
Basic Qualifications:
4+ years of customer success experience, account management/sales experience a strong plus
Experience in high customer retention, renewal, and growth
Demonstrated history in the successful management of upsell campaigns
Experience working with University and Higher Education customers as well as Corporate customers
Business fluency in Arabic and English (French a plus)
Preferred Qualifications:
SaaS experience
Experience with data-heavy applications like Excel and Looker
Ability to articulate the power of education and learning to influence key business decision
Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
Entrepreneurial drive and comfort working in ambiguous, 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:
#LI-NL1