Sr Customer Success Manager at Coursera

About Coursera

Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to world-class learning. Today, it is one of the largest online learning platforms in the world, with 197 million registered learners as of December 31, 2025.

Coursera partners with over 375 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, and degrees. Coursera’s platform innovations — including generative AI-powered features like Coach, Role Play, and Course Builder, and role-based solutions like Skills Tracks — enable instructors, partners, and companies to deliver scalable, personalized, and verified learning.

Institutions worldwide rely on Coursera to upskill and reskill their employees, students, and citizens in high-demand fields such as GenAI, data science, technology, and business, while learners globally turn to Coursera to master the skills they need to advance their careers. Coursera is a Delaware public benefit corporation and a B Corp

Why Join Us

At Coursera, we’re looking for inventors, innovators, and lifelong learners ready to shape the future of education. You’ll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter.

We’re a globally distributed team and let you choose the best way you work, whether it's from home, a Coursera hub, or a co-working space near you. Our virtual hiring and onboarding make it easy to join us and start making an impact from anywhere. If you’re ready to make a global impact, scale unique products exclusive to Coursera, and expand your career horizons, apply below.

Job Overview:

As a Senior Customer Success Manager, your role is to ensure the success of our most strategic, Coursera for Business customers by serving as a trusted advisor and guiding them towards their desired outcomes. Your effectiveness will be measured by your ability to drive account value through effectively driving product usage, managing customer relationships and helping customers articulate business value tied to learning on the Coursera Enterprise platform. You will handle strategic enterprise customers in the higher education space and craft high-leverage solutions by bringing together cross-functional teams to drive value and RoI for customers. Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content strategy, Product and Learner Operations, and Services, 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.

Responsibilities:

Own strategic relationships with assigned customer accounts through a combination of remote & on-site engagements.

Be a trusted advisor to the customers to help them derive value from their investment in Coursera and own Customer Executive relations via executive business reviews, exec sponsor meetings and ROI articulation.

Help customers drive high utilization of the Coursera platform by conducting regular cadence meetings with admins, sharing best practices and executing a turn-around plan when customer- usage is low.

Share accountability with the Sales team for ensuring customer retention and expansion.

Serve as the primary “voice of customer” and point of escalation when customer issues arise, working in partnership with Support and Implementation to troubleshoot, and ensure quick resolution.

Travel expected 25%

Qualifications:

10 + years of account management/sales/customer success experience.

Experience in driving customer retention results, customer health metrics and driving value.

Experience increasing utilization metrics within assigned accounts.

Proven results with driving expansion/growth and renewal rates.

Nice to haves:

Experience with leveraging AI to enhance efficiency and data heavy applications including Excel/Sheets and Looker.

Ability to articulate the power of education and learning to influence key business decision makers.

Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy.

Entrepreneurial drive and ability to work autonomously in fast moving, quickly-changing environments.

Excellent interpersonal, communication, and presentation skills with a strong ability for problem solving and analytical thinking to translate data into action.

Experience working in/with Edtech and higher educational institutions.

Keep Learning

If this opportunity interests you, you might like these courses on Coursera:

Business Strategy

Business Analytics

Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at accommodations@coursera.org. Learn more in our CCPA Applicant Notice and GDPR Recruitment Notice.

To protect against recruitment fraud, please note that Coursera recruiters will only communicate with candidates using official coursera.org email addresses. We do not conduct interviews or negotiate offers via personal or non-coursera.org accounts.

Sr Customer Success Manager

Job Description

Keep Learning