Customer Success Manager - Asia

About the role

Coursera and Udemy are looking for a Customer Success Manager to serve Asia customers in business, government and higher education. The role acts as a trusted advisor, guiding customers toward their desired outcomes and managing enterprise accounts in the corporate, government and higher education space. Effectiveness is measured by driving account value through product usage, customer relationships and articulated business value tied to learning on the Coursera platform. The role works cross-functionally with Sales, Marketing, Content strategy, Product, Learner Operations and Services.

Key responsibilities

• Own strategic relationships with assigned customer accounts through 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.
• Proven track record in customer retention, customer health metrics, utilization metrics, expansion, growth and renewal.
• Nice to have: experience in edtech and higher education institutions.
• Nice to have: ability to influence business decision-makers with the power of education and learning.

Required skills

• Nice to have: using AI to improve efficiency in data-heavy applications such as Excel/Sheets and Looker.
• Excellent communication, presentation, problem-solving and analytical skills.
• Ability to work autonomously in fast-moving environments.