Director of Customer Success, Coursera
EMEA (12 month Fixed Term Contract)
Online learning platform
Be an early applicant
Online learning platform
1001+ employees
Be an early applicant
1001+ employees
Company mission
To provide life-transforming learning experiences to learners around the world.
Role
Who you are
- 10+ years of Customer Success experience and 2-5+ years of experience leading Customer Success or Sales teams
- Proven experience in driving revenue performance (retention and growth)
- Excellent communication skills with the ability to articulate a vision and strategy to motivate teams and influence customer outcomes
- Strong executive presence with ability to develop deep C-suite relationships incl. within complex accounts
- Analytical problem-solving skills to assess customer performance and define strategies to influence customer health
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
Desirable
- Experience working internationally (particularly across Europe)
- Experience working with corporations, governments and campuses
- Managed teams of c.10 people before
- Experience with customer management tools like Gainsight, SFDC and Clari
What the job involves
- We are looking for a Director of Customer Success to manage our Corporate, Campus and Government businesses in Europe and lead a team of 9 high performing Customer Success Managers (CSMs)
- Under your leadership your teams will develop and deliver strategies that ensure effective customer management, driving product usage, and helping customers articulate business value tied to learning on the Coursera platform and the impact Coursera brings to their organization
- You will also be required to be an executive sponsor for key accounts across the region, and with your team (and in partnership with Sales), you will be responsible for significant revenue impact through influencing renewals and identifying upsell and cross-sell opportunities
- You will be a key member of the global CS leadership team, influencing strategy and execution, and will report to the VP of Global Customer Success
- You will also represent Customer Success in the regional EMEA Enterprise Leadership team, and operate in a cross-functional capacity to collaborate with teams across Sales, Services, Solution Consulting, Marketing, Content strategy and Product; working cohesively towards the shared goals of Coursera's growth and long-term success as we transform lives through learning
- You will also be assessed on your ability to recruit, engage and retain a diverse and high performing team
- Drive customer success strategy and methodology for the region including customer health performance, success planning, business reviews, adoption playbooks and more
- Hire, develop and retain a team of high performing Customer Success Managers, including at senior levels
- Represent Coursera as an executive sponsor and build relationships with key customers, including traveling to on-site customer meetings and Executive Business Reviews (EBRs) across Europe
- Collect product feedback and influence the product roadmap and go-to-market strategy
- Manage and/or own key aspects of customer advocacy such as customer advisory boards
Salary benchmarks
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
30% employee growth in 12 months
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 HQ
Mountain View, CA
Leadership
Andrew Ng
(Co-Founder & Chairman)CEO of Landing AI (helping companies adopt AI). Also a Professor of Computer Science at Stanford.
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