Senior Manager - Customer Success

udemy; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Coursera + Udemy is seeking a Senior Manager of Customer Success to lead our Corporate, Campus and Government businesses in South East Asia and Oceania, guiding a team of about 10 high-performing CSMs.

You will build strategies for customer health, renewal and expansion, sponsor executive reviews, collaborate with Sales and Renewal Managers, and help drive revenue impact across the region. You will also join the global CS leadership and partner with cross-functional teams to enable growth.

Qualifications

• 12+ years in Customer Success with leadership experience.
• 5+ years leading teams and managing managers.
• Proven ability to drive revenue through adoption, retention and growth.
• Strong executive presence with C-suite relationship skills.
• Excellent communication and analytical problem-solving abilities.
• Experience in Asia and across multiple countries is a plus.

Responsibilities

• Drive CS KPIs including account health, renewals, and expansion.
• Lead and develop a regional team of Customer Success Managers.
• Act as executive sponsor for key accounts across SEA and Oceania.
• Collaborate with Sales, Renewal and Product teams to influence strategy.
• Gather feedback to influence product roadmap and go-to-market.

Skills

Customer Success leadership

Revenue optimization

Executive relationship management

Strategic planning

Communication

Analytical problem-solving

Asia-Pacific experience

Digital CS tools

Tools

Gainsight

Salesforce

Job description

About Coursera + Udemy

Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world’s most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI. Read more about the combined company by visiting our blog.

Why join us now?

AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them.

Shape what comes next

By joining our team, you’ll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale.

Job Overview:

We are looking for a Senior Manager of Customer Success to manage our Corporate, Campus and Government businesses in South East Asia and Oceania to lead a team of ~10 high performing Customer Success Managers (CSMs).

Under your leadership your team will develop and deliver strategies that drive customer partnership health and renewal/expansion revenue. This involves managing effective customer engagement, driving product usage, and helping customers articulate business value and impact tied to learning on the Coursera+Udemy platform(s) through regular business reviews. You will also be required to be an executive sponsor for key accounts across the region, and with your team (and in partnership with Sales and Renewal Managers), you will be responsible for significant revenue impact through influencing renewals and identifying upsell and cross-sell opportunities.

You will be a key member of the global CS leadership team, influencing strategy and execution, and will report to the APAC Director of Customer Success. You will operate in a cross-functional capacity in Asia to collaborate with Enterprise Sales, Marketing, Product teams working cohesively towards the shared goals of the company’s growth and long-term success as we transform lives through learning.

You will also be assessed on your ability to recruit, engage, coach and retain a diverse and high performing team.

Responsibilities:

• Drive key CS KPIs such as account health, CSQLs, Renewal Rates
• Execute, measure & monitor customer success strategy and methodology for the region including customer health performance, success planning, business reviews, adoption playbooks and more.
• Hire, develop and retain a team of high performing Customer Success Managers, including at senior levels.
• Represent Coursera as an executive sponsor and build relationships with key customers, including traveling to on-site customer meetings and Executive Business Reviews (EBRs) across Asia, Oceania
• Collect product feedback and influence the product roadmap and go-to-market strategy
• Manage and/or own key aspects of customer advocacy & customer marketing for your territory

Basic Qualifications:

• 12+ years of Customer Success experience and 5+ years of experience leading teams
• Proven experience in driving revenue performance (adoption, retention and growth)
• Strong executive presence with ability to develop deep C-suite relationships incl. within complex accounts
• Excellent communication skills with the ability to articulate a vision and strategy to motivate teams and influence customer outcomes
• Analytical problem-solving skills to assess customer performance and define strategies to influence customer health
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• Experience with digital CS is an added advantage

Preferred Qualifications:

• Experience working in Asia, across multiple countries
• Experience working with corporations, governments and campuses
• Managed teams of 5+ people before
• Experience with customer management tools like Gainsight, Salesforce

Keep Learning:

• Udemy - AI for customer success
• Coursera - Learning how to learn
• Coursera - AI powered customer success
• Coursera - Influencing People
• Coursera - Customer 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 [e-mail].