Senior Customer Success Strategy & Operations Manager United States

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. As a remote-first company, our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates.

Job Overview:

In this role you will be responsible for designing, implementing, and improving the global customer success team at Coursera. This person will be a strategic thought partner to the VP of CS and the entire CS leadership team. They will also drive the CS operations roadmap.

The ideal candidate should be a problem solver with project management skills, have a strong understanding of the B2B subscription SaaS model, and have a track record of using CS tools like Gainsight, Gong, and Salesforce to automate manual processes and improve the productivity of our CS teams. If you thrive in and enjoy a fast-paced, innovative, cross-functional working environment, this will be a good opportunity for you.

Responsibilities:

• Partner with CS leadership to define the CS and post-sales strategy with a focus on emerging CS best practices including the adoption and implementation of AI across CS processes
• Develop, manage, and own overall architecture and roadmap of CS and post-sales GTM systems (Gainsight, Gong, etc)
• Assist in defining and enhancing CS KPIs to measure the effectiveness of business decisions
• Understand the trends from complex data, design reports & dashboards to show data insights to drive informed decisions
• Build strong relationships with internal stakeholders to foster collaboration and achieve adoption goals
• Project manage, drive cross-functional alignment and change management in partnership with post-sales leadership
• Collaborate with Sales Enablement and other RevOps functions to create systematic enablement and accountability

Basic Qualifications:

• 6+ years of experience in Sales, Customer Success, or Revenue operations with a focus on the post-sale motion
• Demonstrated history in project managing and mobilizing cross-functional teams towards common goals
• Background in using data including the ability to pull insights from Salesforce, Gainsight, and Looker (or similar systems)
• Experience communicating with stakeholders of all levels including executives
• Demonstrated history of strong strategic thinking and problem solving skills

Preferred Qualifications:

• Bachelor’s degree in Business administration and management, or equivalent experience
• Experience in Gainsight, Salesforce and Gong
• Demonstrated history of creating rapport with team members and senior leadership
• Experience working in Agile methodologies, roadmap planning and using tools such as Jira/ServiceNow