Senior Customer Success Manager-German speaking

2 Hours ago • 7-10 Years • Business Development

About the job

Job Description

As a Senior Customer Success Manager at Coursera, you'll drive success for enterprise customers, particularly within Coursera for Business. You will manage key accounts, focusing on renewal, growth, and high customer satisfaction. This involves collaborating with Sales, Marketing, Product, and Implementation teams. Responsibilities include owning strategic customer relationships, driving product adoption, demonstrating value through data, and influencing renewal/retention. You'll work with VP, Director, and C-level executives, navigating complex environments and aligning diverse teams. Developing engagement programs and serving as a primary point of escalation are also key. The role requires approximately 20% travel within Europe.
Must have:
  • 7-10+ years customer success experience
  • High customer retention, renewal, and growth
  • Upsell campaign management experience
  • Experience with complex enterprise clients
  • Fluency in German and English
Good to have:
  • Account management/sales experience
  • EdTech/Learning Tech/HR SaaS experience
Perks:
  • Flexible work arrangements
  • Virtual interviews and onboarding
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Coursera was launched in 2012 by two Stanford Computer Science professors, Andrew Ng and Daphne Koller, with a mission to provide universal access to world-class learning. It is now one of the largest online learning platforms in the world, with 162 million registered learners as of September 30, 2024.

Coursera partners with over 350 leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, Guided Projects, and bachelor’s and master’s degrees. Institutions around the world use Coursera to upskill and reskill their employees, citizens, and students in fields such as data science, technology, and business. Coursera became a B Corp in February 2021.

Join us in our mission to create a world where anyone, anywhere can transform their life through access to education. We're seeking talented individuals who share our passion and drive to revolutionize the way the world learns.

We at Coursera 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 Business, by helping them achieve their strategic outcomes. Your performance hinges on effectively managing client relationships of our largest strategic accounts, 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 Business is our enterprise offering that leverages Coursera’s unmatched technology platform and range of content to deliver an enterprise learning solution that helps companies transform their talent. Coursera for Business equips employers around the world, with the tools and resources they need to keep their talent sharp and, in turn, keep their business competitive.

 

Responsibilities:

  • Own strategic relationships with Coursera for Business customers through a mix of remote and on-site engagements. 
  • Drive product adoption, leverage data storytelling to demonstrate value, and help customers articulate the business impact of Coursera’s learning platform to their organizations.
  • Deepen strategic relationships with VP, Director, and C-level customer counterparts, acting as a trusted thought partner and consultative advisor
  • Influence renewal and retention results by identifying opportunities for closing additional (upsell and cross-sell) revenue 
  • Navigate complex, multi-stakeholder environments by aligning diverse customer teams and priorities, managing cross-departmental collaboration, and driving consensus to ensure successful adoption and measurable outcomes.
  • Develop 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
  • Serve as primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution
  • Provide quantitative/qualitative analysis to inform team decision-making, product roadmap, and GTM strategy
  • Onsite travel to customers around Europe, expected approx. 20% of time

 

Basic Qualifications:

  • 7-10+ 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 complex Northern European and global Enterprise customers
  • Education Technology/Learning Technology/ or HR SaaS experience
  • Business fluency in both German and English 

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

 

#LI-JB1
Coursera is an Equal 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 accommodations@coursera.org.
 
For California Candidates, please review our CCPA Applicant Notice here.
For our Global Candidates, please review our GDPR Recruitment Notice here.
 
#LI-Remote
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About The Company

Coursera Inc. is an American global massive open online course provider. It was founded in 2012 by Stanford University computer science professors Andrew Ng and Daphne Koller. Coursera works with universities and other organizations to offer online courses, certifications, and degrees in a variety of subjects.

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