Senior Manager, Customer Success - Middle East

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 162 million registered learners as of September 30, 2024.

Coursera partners with over 350 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:

We are looking for a Senior Manager of Customer Success to manage our Enterprise Corporate, Campus and Government businesses in the Middle East & Africa, and to lead a team of 5+ high performing Customer Success Managers (CSMs).  

Under your leadership your teams will develop strategies that ensure effective customer management, drive product usage, and help customers articulate business value tied to learning on the Coursera platform and the impact Coursera brings to their organization. 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), 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 Customer Success leadership team, influencing strategy and execution, and will report to the VP of Global Customer Experience. You will also represent Customer Success in the regional EMEA Enterprise Leadership team, and operate in a cross-functional capacity to collaborate with teams across Sales, Services, Solution Consulting, Marketing, Content strategy and Product; working cohesively towards the shared goals of Coursera's growth and long-term success as we transform lives through learning. 

You will also be assessed on your ability to recruit, engage, motivate and retain a diverse and high performing team. 

Coursera for Business is our corporate 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.

Coursera for Campus is a unique offering designed to help universities worldwide respond and adapt to the unprecedented challenges presented by a rapidly changing world. Universities can leverage thousands of courses and world-class authoring tools on Coursera in their on-campus programs to offer supplemental, credit-eligible learning to current students as well as lifelong learning opportunities for alumni, faculty, and staff.

Coursera for Government is our dedicated public sector offering that leverages Coursera’s robust technology platform and extensive range of content to deliver impactful learning solutions for government entities worldwide. Coursera for Government empowers public institutions to equip their employees with in-demand skills, fostering sustainable economic growth and building a competitive workforce.

Basic Qualifications:

• 10+ years of Customer Success experience and 5+ years of experience leading Customer Success or Account Management teams
• Business fluency in both English and Arabic
• Experience working with complex Enterprise and/or University and/or Government customers
• Experience working internationally (particularly across Europe, Africa and Middle East) 
• Proven experience in driving revenue performance (retention and growth)
• Excellent communication skills with the ability to articulate a vision and strategy to motivate teams and influence customer outcomes  
• Interpersonal, communication, and presentation skills with a strong ability for strategic thinking, problem-solving and analytical thinking to translate data into action
• Ability to critically assess customer performance and define strategies to influence customer results and NRR business performance 
• Strong executive presence with ability to develop deep C-suite relationships incl. within complex accounts 
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments

Preferred Qualifications:

• Managed teams of 5-10 people
• SaaS experience and experience working in Edtech
• Ability to articulate the power of education and learning to influence key business decision
• Demonstrated history in the successful management of upsell campaigns
• Experience with customer management tools like Gainsight, SFDC and Clari, and with data-heavy applications like Excel and Looker

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

• Business Strategy
• Business Analytics
• Influencing People
• Customer Analytics

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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 accommodations@coursera.org.
 
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