Customer Success Manager - Asia

About the role

Coursera and Udemy are now one company, helping more than 300 million learners and 12,000+ enterprise customers build skills for a world shaped by AI. As a Customer Success Manager in Asia, you will serve as a trusted advisor to enterprise customers in business, government and higher education, guiding them toward their desired outcomes. You will manage enterprise accounts and craft high-leverage solutions that drive value and ROI, measured by product usage, customer relationships and articulated business value. The role works cross-functionally with Sales, Marketing, Content strategy, Product, Learner Operations and Services, and involves about 25% travel.

Key responsibilities

• Own strategic relationships with assigned customer accounts through a mix of remote and on-site engagements.
• Act as a trusted advisor and own Customer Executive relations through executive business reviews, executive sponsor meetings and ROI articulation.
• Drive high utilization of the Coursera platform by holding regular meetings with admins, sharing best practices and running turnaround plans when usage is low.
• Share accountability with the Sales team for customer retention and expansion.
• Serve as the primary voice of the customer and escalation point, working with Support and Implementation to resolve issues quickly.

Required profile

• 8+ years of account management, sales or customer success experience.
• Experience driving customer retention, customer health metrics and value.
• Experience increasing utilization metrics within assigned accounts.
• Proven results in driving expansion, growth and renewal rates.
• Nice to have: experience in edtech and with higher education institutions.

Required skills

• Nice to have: using AI to improve efficiency in data-heavy applications such as Excel/Sheets and Looker.
• Nice to have: strong communication, presentation, problem-solving and analytical skills, and the ability to turn data into action.