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Customer Success Manager, France

Coursera

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Posted 3 weeks ago

Expired

Transform lives through education with Coursera's diverse team and revolutionize global learning

Overview

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France

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Coursera, a leading online learning platform, was founded by Stanford professors with a vision to provide universal access to top-notch education. With millions of learners worldwide and a partnership with key institutions, Coursera stands as a beacon of knowledge empowerment. In February 2021, Coursera proudly became a B Corp, reinforcing its commitment to social and environmental performance, transparency, and accountability. This is your chance to join a mission-driven company that values flexibility and diversity, offering remote and virtual collaboration opportunities globally.

  • Drive success for Coursera for Business clients, focusing on strategic outcomes and customer satisfaction.
  • Collaborate with Sales, Marketing, Product, and Implementation Services to fuel Coursera's growth.
  • Manage strategic customer relationships through a blend of remote and on-site engagements.
  • Lead upsell and cross-sell initiatives to enhance revenue and retention.
  • Develop engagement programs to boost learner success and customer metrics.
  • Provide analysis and insights to influence team decisions and product direction.
  • Travel to customer sites approximately 20% of the time.
  • 4+ years in customer success or account management, with a track record of high retention and renewal.
  • Proven experience managing upsell campaigns and working with complex Enterprise customers.
  • Business fluency in both French and English is mandatory.

If you're excited by this opportunity, Coursera encourages you to explore courses in Business Strategy and Business Analytics to further your knowledge. Coursera is an Equal Employment Opportunity Employer and welcomes applicants from diverse backgrounds. Should you require accommodations, please reach out to [email removed - click apply for more details].

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 148 million registered learners as of March 31, 2024.

Coursera partners with over 325 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, 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 customer relationships with our 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. 
  • 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 and product roadmap
  • Drive customer advocacy and engagement with engagement in virtual and in-person events 
  • Onsite travel to customers expected approx. 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 complex Enterprise customers
  • Business fluency in both French and English

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

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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 [email removed - click apply for more details].
For California Candidates, please review our CCPA Applicant Notice here.
For our Global Candidates, please review our GDPR Recruitment Notice here.
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