Senior Manager, Customer Success — APAC Growth & Renewals

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

Job summary

Coursera is seeking a Senior Manager of Customer Success to lead our Corporate, Campus and Government businesses in South East Asia and Oceania, overseeing a team of about 10 CSMs. You will drive health metrics, adoption and renewal strategies to maximize revenue and impact on learning programs across the region.

You will partner with Sales, Product and Renewal teams, recruit and coach top talent, and represent Coursera with executive customers, traveling for EBRs and key reviews as needed.

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.

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

Skills

Customer success

Leadership

Revenue growth

Executive presence

Analytical thinking

Entrepreneurial mindset

Tools

Gainsight

Salesforce

Job description

Coursera is seeking a Senior Manager of Customer Success to lead our Corporate, Campus and Government businesses in South East Asia and Oceania, overseeing a team of about 10 CSMs. You will drive health metrics, adoption and renewal strategies to maximize revenue and impact on learning programs across the region.

You will partner with Sales, Product and Renewal teams, recruit and coach top talent, and represent Coursera with executive customers, traveling for EBRs and key reviews as needed.