Customer Success Manager, Campus at Coursera

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Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 87 million registered learners as of June 30, 2021. Coursera partners with over 200 leading university and industry partners to offer a broad catalog of content and credentials, including Guided Projects, courses, Specializations, certificates, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in many high-demand fields, including data science, technology, and business. Coursera became a B Corp in February 2021.

The Coursera for Campus team plays a key role in increasing global access to world-class education. Universities are increasingly turning to Coursera to power on-campus learning with Coursera’s course and product offerings. In this important role, you will be part of a small-yet-high-powered team that is tasked with building out Coursera’s “Coursera-for-Campus” strategy. As part of the Customer Success team, you will manage a portfolio of university customers. Your performance will depend on your ability to balance account renewal, growth and customer satisfaction. In this cross-functional role, you can expect to work with members within Sales, Implementation, Partnerships, Marketing, Product, Finance and Legal.

Responsibilities:

  • Own strategic customer relationships with our largest University partners
  • Ensure customer success by driving adoption, managing partner relationships, conducting business reviews and sharing best practices
  • Develop programs to increase engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
  • Accountable for client renewal and retention results, responsible for identifying opportunities in closing additional revenue by upselling and cross-selling
  • 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
  • Able to strategically problem solve with large government partners to drive usage 

Basic Qualifications:

  • 5+ years of account management experience; customer success experience a strong plus
  • Demonstrated history in high customer retention, renewal, and growth; successful management of upsell campaigns 
  • Ability to articulate the power of education and learning to influence key business decisions

Preferred Qualifications:

  • Experience working in EdTech 
  • Complex account management
  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
  • Excellent interpersonal, communication, and presentation skills
  • Business fluency in Spanish
  • SaaS experience 
  • Customer success experience
  • Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy 
  • Strong problem solving and analytical thinking to translate data into action
  • Experience working in the education or university setting 

 If this opportunity interests you, you might like these courses on Coursera:
Business Strategy
Business Analytics
Influencing People
Customer Analytics

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 [email protected]

Please review our CCPA Applicant Notice here.

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Technology we use

  • Engineering
  • Product
    • JavascriptLanguages
    • ScalaLanguages
    • GraphQLLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • JestFrameworks
    • CassandraDatabases
    • LookerAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign

An Insider's view of Coursera

What projects are you most excited about?

Even with strong demand signals and robust data, for higher education institutions, deciding to launch online programs is a departure from tradition and full of unknowns. I like the challenge of talking them through that transformation.

Shantelle

Associate Director, University Partnerships

What are Coursera Perks + Benefits

Coursera Benefits Overview

We’re focused on helping Courserians live well and do their best work, so we continue to expand our collection of benefits and perks as we grow the company together.

Culture
Partners with Nonprofits
Coursera is able to serve refugees and vulnerable populations around the globe by working directly with governments and nonprofits like Upwardly Global, Kiron, and the Syrian Youth Assembly.
Friends outside of work
Eat lunch together
Intracompany committees
Courserians plan and host Make-a-thon events twice a year, which are a cornerstone of our innovative culture.
Open door policy
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Courserians build community with groups like Hola for Latinx employees, Queersera for LGBTQ+ Courserians, BOLD for Black colleagues, AI for Asian Courserians, [email protected], and a Parents ERG.
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Courserians globally get free and confidential access to counseling services.
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Parking
Home Office Stipend for Remote Employees
Professional Development Benefits
Tuition Reimbursement
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Coursera covers the cost of tuition so you can earn a free master’s degree on the platform and develop new skills. That’s on top of lifelong access to courses and certificates.

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