Customer Success Manager

About the role

Coursera is looking for a Customer Success Manager in Dubai. The role ensures customer success by acting as a trusted advisor and guiding customers toward their desired outcomes, measured by strong client relationship management and higher customer satisfaction. It works in a cross-functional way with Sales, Marketing, Content strategy, Product and Learner Operations.

Key responsibilities

• Own strategic relationships with assigned customer accounts through a mix of remote and on-site engagement
• Drive client retention results, customer health metrics and verified outcomes
• Drive adoption and key metrics, manage partner relationships, run business reviews and share best practices so customers see value and grow their investment in their Coursera partnership
• Act as the first point of escalation for customer issues, troubleshoot and ensure quick resolution
• Provide quantitative and qualitative analysis to inform team decisions and the product roadmap
• Travel expected 15-25%

Required profile

• 3+ years of account management, sales or customer success experience
• Experience driving client retention results, customer health metrics and delivering value
• Experience increasing utilization metrics within assigned accounts