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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 142 million registered learners as of December 31, 2023.Coursera partners with over 325 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business. Coursera became a B Corp in February 2021.Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We’re seeking talented individuals who share our passion and drive to revolutionize the way the world learns.We at Coursera are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration. As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.Job Overview:Coursera’s Enterprise Solutions team serves global organizations, including leading companies, campuses, governments, and nonprofits, who seek to upskill or retrain their workforce with the world’s best education. This team is made up of three sub-teams: Sales, Customer Success, and Revenue Strategy & Operations, which operate globally and have members based out of our offices in Mountain View, New York, London, Gurgaon, and Abu Dhabi.As a Customer Success Associate on our Global Scaled Customer Success team based out of India, you will have an opportunity to be part of a fast growing/high performing team and play a key role in contributing to our solution design for small segment customers. Reporting to the Senior Manager – Global Scaled Customer Success, you will bring experiences that will help us build the foundation for our scaled solutions and take our customers, as well as Coursera, to the next level.You will bring a Customer Success mindset to every conversation and will be responsible for driving adoption & engagement via 1 to many tactics for our small business customers. Additionally, you will work on driving customer health scores upwards by cultivating best practices around our internal success playbooks, and be an essential part of our Customer Success team in our effort to ensure a smooth renewal process for our smaller segment.Your responsibilities include managing multiple scaled accounts and engaging with customers via multiple scaled touch points (tech & non tech). You’ll be an advocate for the customer internally and focus on ensuring a positive customer experience for a high volume of accounts while working closely with our Renewal Managers, Account Executives, Implementation Managers, Legal, Finance team to ensure the long-term success of our customers and adoption of our products.Responsibilities:Engage & drive adoption of our scaled segment customers while managing up to 200 accountsIdentify growth opportunities across our customer base to ensure satisfaction, successful product use, and customer retentionEngage customers via 1-to-many tactics (e.g., email campaigns) and meet with customers regularly to drive customer healthWork with Renewal managers to help with renewal and ensure high retention ratesAct as a trusted advisor to customers to ensure they’re leveraging the Coursera platform effectivelyCollect product feedback and influence the product roadmap and go-to-market strategyBasic Qualifications:3 + years experience in the fields of sales, customer success, or renewals Experience working in a SaaS B2B industryDemonstrated history in operating a book of business at scale, handling a large volume of scaled customer accounts (>100) and driving growth with Sales colleaguesExperience managing a high volume of accounts using a mix of technological and manual interventionBusiness fluency in Arabic and EnglishPreferred Qualifications:Experience with Salesforce, Gainsight, Clari, or similar sales, customer success, and forecasting toolsAptitude and flair for automation and streamlining workflow processes a plusCustomer-oriented and focused – a customer success manager at heartExcellent time management and organization skills, and ability to operate under strict deadlinesKnowledge of how to identify customer risks and implement churn mitigation strategiesEntrepreneurial drive and comfort working in ambiguous, quickly-changing environmentsAdditional business fluency in French or TurkishIf this opportunity interests you, you might like these courses on Coursera:Successful Negotiation: Essential Strategies and SkillsSales Pitch and ClosingStorytelling and influencing: Communicate with impactLeading transformations: Manage changeCoursera 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] California Candidates, please review our CCPA Applicant Notice here.For our Global Candidates, please review our GDPR Recruitment Notice here.
