Senior Manager - Customer Success

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:

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

• Udemy - AI for customer success
• Coursera - Learning how to learn
• Coursera - AI powered customer success
• Coursera - Influencing People
• Coursera - Customer Analytics

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