Customer Success Manager

Coursera; United Arab Emirates; On-site; AED 257,000 - 331,000; Full time

Job summary

A leading online learning platform is seeking a customer success manager to drive success for Enterprise customers in Saudi Arabia. This role involves managing relationships, driving product adoption, and ensuring customer satisfaction. Ideal candidates should have over 4 years of experience, a strong focus on retention and upsell strategies, and be fluent in Arabic and English. The position offers flexibility regarding work location and a collaborative virtual environment.

Benefits

Flexible work location

Virtual onboarding

Inclusive workplace culture

Qualifications

• 4+ years of customer success experience, account management/sales experience a strong plus.
• Experience in high customer retention, renewal, and growth.
• History in successful management of upsell campaigns.
• Experience working with University and Higher Education customers.
• Business fluency in Arabic and English.

Responsibilities

• Own strategic customer relationships with Coursera.
• Drive product usage and help customers articulate business value.
• Influence renewal and retention results.
• Ensure customer success and satisfaction.
• Provide quantitative/qualitative analysis for team decision-making.

Skills

Customer success

Account management

Data storytelling

Relationship management

Communication

Problem-solving

Analytical thinking

Tools

Excel

Looker

Job description

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, with191 million registered learners as of September 30, 2025. Coursera partners with over 375 leading universities and industry partners to offer a broad catalogue 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.

We’re a global platform aiming to transform lives through learning by offering transformative courses, certificates, and degrees that empower learners worldwide to advance their careers through skill mastery. We’re looking for inventors, innovators, and lifelong learners eager to shape the future of education. If you’re ready to build the global programs and tools that fuel the power of online learning, join Team Coursera.

At Coursera, we are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration.

Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you.

Job Overview:

In this role, your primary goal is to drive success for our Enterprise customers, particularly those within Coursera for Campus working with Universities, by helping them achieve their strategic outcomes and focussing primarily across the Saudi territory. Your performance hinges on effectively managing client relationships, driving product adoption, balancing account renewal and growth objectives, and maintaining high customer satisfaction. This position will have you collaborating closely with cross-functional teams in Sales, Marketing, Product, and Implementation Services to contribute to Coursera’s growth and long-term success.

Coursera for Campus is a unique offering designed to help universities worldwide respond and adapt to the unprecedented challenges presented by a rapidly changing world. Universities can leverage thousands of courses and world-class authoring tools on Coursera in their on-campus programs to offer supplemental, credit-eligible learning to current students as well as lifelong learning opportunities for alumni, faculty, and staff.

Responsibilities:

• Own strategic customer relationships with our Coursera for Campus, Coursera for Government and Coursera for Business customers through a combination of remote & on-site engagements
• Responsible for client management; driving product usage, data storytelling, helping customers articulate the business value of Coursera’s learning platform, and showcasing the platform’s organizational impact.
• Influencing renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue
• Ensure customer success by driving adoption, managing customer relationships, creating executive sponsorship, conducting business reviews, and sharing best practices.
• Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution along with developing programs to increase the engagement of customers and drive their key metrics, working closely with our content strategy, product, and pedagogy teams to ensure learner success
• Provide quantitative/qualitative analysis to inform team decision-making and product roadmap and drive customer advocacy and engagement with engagement in virtual and in person events. Onsite travel to customers expected at least 20% of time

Basic Qualifications:

• 4+ years of customer success experience, account management/sales experience a strong plus
• Experience in high customer retention, renewal, and growth
• Demonstrated history in the successful management of upsell campaigns
• Experience working with University and Higher Education customers as well as Corporate customers
• Business fluency in Arabic and English (French a plus)

Preferred Qualifications:

• SaaS experience
• Experience with data-heavy applications like Excel and Looker
• Ability to articulate the power of education and learning to influence key business decision
• Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy
• Entrepreneurial drive and comfort working in ambiguous, quickly changing environments
• Excellent interpersonal, communication, and presentation skills with a strong ability for problem-solving and analytical thinking to translate data into action

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

Coursera is anEqual Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at [e-mail].

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COURSERA IS A U.S. GOVERNMENT CONTRACTOR AND WE ARE REQUIRED TO INQUIRE ABOUT CONFLICTS BEFORE WE CAN RECRUIT CURRENT OR FORMER GOVERNMENT EMPLOYEES. IF THIS APPLIES TO YOU, WE REQUEST A LETTER FROM YOUR SUPERVISOR THAT THEY HAVE BEEN INFORMED ABOUT YOUR CONTACT WITH COURSERA (OR AS A FORMER EMPLOYEE, A LETTER STATING AN ETHICS OPINION WHICH IDENTIFIES ANY LIMITATIONS WHICH APPLY TO YOUR WORK IN THE PRIVATE SECTOR). THE LETTER SHOULD IDENTIFY ANY CONFLICTS OR POTENTIAL CONFLICTS, IF ANY EXIST.

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