Senior Manager - Customer Success

About the role

The Senior Manager will serve as the executive sponsor for key customers, shaping the strategic direction of the relationship at the highest level. This individual will own the end-to-end success of designated accounts, ensuring that client objectives are met or exceeded through deep adoption and continuous value realization. They will translate Coursera's platform capabilities into tangible business outcomes for learners, driving measurable improvements in skill development and career progression. The role requires proactive identification of risks and expansion opportunities, intervening strategically to align product usage with evolving customer goals. Collaboration will be cross-functional, acting as the central hub for insights that inform product, sales, and marketing strategies. Success in this position will be defined by the ability to build trust with C-suite stakeholders and translate their ambitions into actionable learning roadmaps. The manager will analyze complex usage data to predict churn signals and orchestrate timely, data-driven interventions. Ultimately, this position is responsible for turning platform engagement into a durable competitive advantage for both Coursera and its enterprise clients.

Key facts

What you'll do

Develop and execute strategic account plans that align customer ambitions with Coursera's capabilities and roadmap.

Lead executive-level conversations, presenting data-driven insights that demonstrate the impact of learning initiatives on organizational goals.

Champion the customer's internal stakeholders, facilitating cross-functional alignment between Enterprise Sales, Marketing, and Product teams.

Analyze product usage analytics to identify adoption gaps, forecast revenue risks, and recommend targeted success interventions.

Architect and oversee tailored onboarding journeys that accelerate time-to-value for complex, multi-divisional implementations.

Build and maintain a trusted C-suite network, positioning the Senior Manager as a primary advisor on workforce upskilling strategy.

Drive adoption of AI-powered features such as Role Play and Course Builder to enhance learning delivery and engagement metrics.

Partner with Customer Support to resolve escalated issues, ensuring continuity of service and preservation of long-term account health.

Identify expansion opportunities within existing accounts, aligning new solution rollouts with measurable business outcomes.

Represent Coursera at industry forums and client meetings, reinforcing the brand's commitment to verified, scalable learning solutions.

Monitor competitive landscape dynamics, providing feedback to product and sales teams regarding market differentiation.

Utilize customer management tools like Gainsight and Salesforce to maintain accurate records of health scores, sentiment, and action plans.

Mentor junior team members, establishing playbooks and standards that ensure consistent delivery of high-touch success services.

Coordinate occasional international travel to conduct on-site workshops and strategic reviews with key enterprise clients.

Requirements

The posting states a bachelor's degree requirement.

12+ years of Customer Success experience and 5+ years of experience leading teams.

Proven experience in driving revenue performance through adoption, retention and growth.

Strong executive presence with the ability to develop deep C-suite relationships, including within complex accounts.

Excellent communication skills to articulate a vision and strategy that motivates teams and influences customer outcomes.

Analytical problem-solving skills to assess customer performance and define strategies that influence customer health.

Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments.

Experience with digital CS tools is an added advantage.

Experience working in Asia across multiple countries is preferred.

Experience working with corporations, governments and campuses is preferred.

Managed teams of 5+ people previously.

Experience with customer management tools like Gainsight and Salesforce is preferred.

Practical notes

You will operate as a global CS leader, influencing strategy and execution alongside Enterprise Sales, Marketing, and Product teams.

This role requires occasional international travel on-site to meet customers and stakeholders.

The position is open to qualified applicants regardless of location, with accommodations available upon request at recruiting@coursera.org.

Typical interview steps

Customer success interviews usually include a support scenario, a communication exercise, and behavioral questions. Candidates may be asked to handle an upset customer or plan an onboarding call. Some loops test product knowledge. Empathy and clear writing are the core skills. Interviewers often ask how you would bring an unhappy account back on track. Structure your answer around listening, a plan, and follow up.

Good to know

The platform uses AI-powered features such as a personalized guide, Role Play, and Course Builder to enhance learning delivery.

The combined company serves millions of learners worldwide who build skills for careers in GenAI, data science, technology, and business.

This is a public benefit corporation that emphasizes scalable, verified, and role-based learning solutions.

Questions to ask

Worth asking in any interview: how the team measures success, who the role works with daily, what the onboarding looks like, and what the company is trying to achieve this year. Asking what past hires did well is a strong final question. Keep the list short and pick the questions that matter most to you.

Career growth

Customer success careers grow from specialist to manager and director levels. Some people move toward account management or solutions engineering. Deep product knowledge and cross-functional work with support, sales, and product teams become key at senior levels. Success careers reward product depth and relationship skills equally. Many leaders in this function started in support or account management.

About the company

Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to world-class learning. Today, it is one of the largest online learning platforms in the world, with 197 million registered learners as of December 31, 2025.