Senior Manager - Customer Success

Coursera
Singapore
Full timeFunction: Customer Success & Account ManagementExperience: 12+ yearsSkills: ["Communication","Executive presence","Leadership","Coaching","Analytical problem-solving"]

Lead and manage a team of ~10 Customer Success Managers supporting Coursera’s Corporate, Campus, and Government customers across South East Asia and Oceania. Own regional customer partnership health and drive renewal/expansion revenue through executive business reviews, customer engagement, and product-usage adoption. Recruit, develop, and coach a high-performing team, represent Coursera as an executive sponsor, collect customer feedback to influence roadmap and go-to-market, and collaborate cross-functionally with Sales, Marketing, and Product.

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FursaFursa
Coursera
Coursera
1 day ago

Senior Manager - Customer Success

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead and manage a team of ~10 Customer Success Managers supporting Coursera’s Corporate, Campus, and Government customers across South East Asia and Oceania. Own regional customer partnership health and drive renewal/expansion revenue through executive business reviews, customer engagement, and product-usage adoption. Recruit, develop, and coach a high-performing team, represent Coursera as an executive sponsor, collect customer feedback to influence roadmap and go-to-market, and collaborate cross-functionally with Sales, Marketing, and Product.
Location: Singapore
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Manage regional customer success strategy and methodology, including customer health performance, success planning, business reviews, and adoption playbooks
  • •Drive key CS KPIs such as account health, CSQLs, and renewal rates
  • •Hire, develop, and retain a high-performing team of Customer Success Managers
  • •Serve as an executive sponsor for key accounts, including traveling to on-site meetings and Executive Business Reviews
  • •Collect customer feedback to influence product roadmap and go-to-market strategy, and manage customer advocacy/marketing aspects for your territory

Key Requirements

  • •12+ years of Customer Success experience with 5+ years leading teams
  • •Proven experience driving revenue performance through adoption, retention, and growth
  • •Ability to build deep C-suite relationships and demonstrate strong executive presence in complex accounts
  • •Strong communication skills to articulate vision and strategy to motivate teams and influence outcomes
  • •Analytical problem-solving skills to assess customer performance and define strategies to improve customer health
Experience:12+ yearsEducation technologyOnline learningCustomer successB2BSaaS
Skills:CommunicationExecutive presenceLeadershipCoachingAnalytical problem-solving
Tech Stack:GainsightSalesforce

Company Brief

Coursera
Operates an online learning platform offering MOOCs, professional certificates, and degree programs in partnership with universities and organizations worldwide, enabling learners and professionals to acquire new skills and credentials online.
Industry: EdTech
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mountain View, United States
Founded: 2012
WebsiteLinkedIn