Customer Success Manager, Coursera
Spanish Speaker
More information about location
Online learning platform
Open for applications
Online learning platform
1001+ employees
Open for applications
More information about location
1001+ employees
Company mission
To provide life-transforming learning experiences to learners around the world.
Role
Who you are
- 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 complex Enterprise customers
- Education Technology/Learning Technology/ or HR SaaS experience
- Business fluency in both Spanish and English
What the job involves
- In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Business, by helping them achieve their strategic outcomes
- Your performance hinges on effectively managing client relationships, 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 Business is our enterprise offering that leverages Coursera’s unmatched technology platform and range of content to deliver an enterprise learning solution that helps companies transform their talent
- Coursera for Business equips employers around the world, with the tools and resources they need to keep their talent sharp and, in turn, keep their business competitive
- Own strategic customer relationships with our 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
- Develop 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
- Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
- Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
- Drive customer advocacy and engagement with engagement in virtual and in-person events
- Onsite travel to customers around Europe, expected approx. 20% of time
Application process
- Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates
Our take
Coursera was founded by Daphne Koller and Andrew Ng in 2012 with a vision of providing life-transforming learning experiences to learners around the world. It partners with universities and other educational institutions to deliver online courses to 40 million students, covering subjects like technology, business, science, and even autonomous cars.
Coursera sees itself as helping people get ready for the next wave of technological advancement. It is preparing individuals, companies, and governments to meet that challenge head-on and turn this disruption into opportunity. To help achieve this, it also has specific product offerings for the corporate market, as well as for governments and nonprofits.
The model of online courses that anyone can attend is very scalable, making Coursera appealing to investors, especially when the online education market is expected to be worth $20bn+ by 2023. Further, it received B Corp certification in February 2021, propelling its efforts to reduce barriers to high quality education.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
Jul 2020
$130m
SERIES F
Apr 2019
$103m
SERIES E
Total funding: $443.1m
Company benefits
- Coursera covers the cost of tuition so you can earn a free master’s degree and develop new skills. That’s on top of free, lifelong access to courses and certificates on the platform
- We offer medical, dental, and vision insurance for you and your dependents. Plus, free access to counseling and mental health services
- Get up to 16 weeks of fully-paid parental leave when you grow your family and bring a new child into your life
- We host Make-a-thon events twice a year to promote community and innovation. During Make-a-thon, you’ll dedicate time to attend workshops, work on passion projects, and pursue ideas outside of your day-to-day work
- Take paid time off when you need it. We have time off policies that promote flexibility so you can tailor your work schedule when life calls
- Our flexibility extends to where you work. You can choose to work from home, work from one of our offices, or try a combination of the two
- Employees earn company stock, so you can own what we build together and share in our success
Company values
- Betterment - We work with persistence to improve ourselves, our teams, and our products
- Boldness - We strive for greatness by facing challenges with courage and determination
- Deep honesty - We are truthful and sincere with learners, partners, and our fellow teammates
- Solidarity - We go the extra mile for each other as we work to transform lives through learning
Company HQ
Mountain View, CA
Articles
Leadership
Andrew Ng
(Chairman)CEO of Landing AI (helping companies adopt AI). Also a Professor of Computer Science at Stanford.
People progressing
Joined as an Enterprise Implementation Manager. Promoted three times to Senior Manager within four years. Less than 2 years later, they were promoted to Director of Professional Services.
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