Customer Success Manager

Description:

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.

What you’ll be doing:
 

• 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 15-25%
   

Basic Qualifications:
 

• 3+ 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