Senior Manager - Customer Success

About Coursera

Coursera and Udemy have merged to create one of the most extensive skills development platforms globally, accelerating AI-driven innovation in learning. Founded in 2012 by Andrew Ng and Daphne Koller, Coursera offers a diverse catalog of courses, certifications, and degree programs in partnership with top universities and industries. Leveraging AI-powered tools and role-based learning solutions, Coursera supports learners and institutions worldwide in upskilling in fields like GenAI, data science, technology, and business. The company operates as a Delaware public benefit corporation and a certified B Corp.

Why Join Us

We seek innovators and lifelong learners passionate about transforming education. At Coursera, team members collaborate globally to build scalable online learning products that impact millions. Our hiring and onboarding processes are virtual, enabling you to contribute from anywhere. This is an opportunity to drive growth and expand offerings across Coursera and Udemy.

Job Overview

We require a Senior Manager for Customer Success to oversee the Corporate, Campus, and Government sectors in Southeast Asia and Oceania. Leading a team of about 10 Customer Success Managers, you will develop strategies to enhance customer partnerships, drive product adoption, and support renewals and expansions. Responsibilities include executive sponsorship of key accounts, collaborating with sales and renewal teams to maximize revenue, and influencing customer success approaches across the region.

Responsibilities

• Lead and track vital customer success metrics such as account health, qualified leads, and renewal rates.
• Develop and implement customer success methodologies including health assessments, success roadmaps, adoption frameworks, and regular business reviews.
• Recruit, mentor, and retain a talented and diverse team of Customer Success Managers.
• Serve as executive sponsor for major clients, engaging in face-to-face meetings and executive business reviews across Asia and Oceania.
• Gather client feedback to inform product development and marketing strategies.
• Oversee or contribute to customer advocacy and marketing initiatives within the assigned territories.

Qualifications

• At least 12 years in customer success roles with over 5 years managing teams.
• Demonstrated success in driving revenue growth via adoption, retention, and expansion.
• Ability to establish and nurture strong relationships with C-suite executives in complex accounts.
• Excellent communication skills to articulate vision and motivate both internal teams and customers.
• Strong analytical skills for evaluating customer performance and devising effective strategies.
• Entrepreneurial mindset suited to dynamic and evolving environments.
• Experience with digital customer success platforms is advantageous.
• Preferred experience in multi-country Asian markets and working with corporate, government, and educational clients.
• Familiarity with CRM and customer management tools such as Gainsight and Salesforce.
• Proven track record of managing teams with 5 or more members.

Additional Information

The role is part of the global Customer Success leadership, reporting to the APAC Director. Coursera is committed to equal opportunity employment and building an inclusive environment. All qualified candidates will be fairly considered without bias. Applicants are encouraged to apply through official channels only, and any recruitment fraud should be reported.