Job description
Director of Customer Success, LATAM & Coursera for Campus
at CourseraUnited States
Are you passionate about transforming education and empowering learners worldwide? Coursera, the world's largest online learning platform, is on a mission to provide universal access to world-class learning. With over 118 million registered learners and partnerships with 300+ top universities and industry leaders, including Google, IBM, and Duke University, Coursera offers a diverse range of content and credentials, from courses and Specializations to Professional Certificates and bachelor's and master's degrees.
As a B Corp, we're committed to driving positive social and environmental impact while delivering high-quality learning experiences. Our platform is used by institutions worldwide to upskill and reskill employees, citizens, and students across industries, including data science, technology, and business.
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:
We are looking for a Director for Customer Success to manage our Latin America Corporate business and our Campus business in the Americas (North and South America. This individual will manage a team of ~4 high performing CSMs to start with potential to grow. You will help your teams work with customer stakeholders to identify and accomplish their business goals and be able to recognize and communicate the value Coursera brings to their business. You will also be required to be the exec sponsor for some of your largest accounts.
This role will have significant revenue responsibility with over $15M annual recurring revenue under management. Through your team, you will be responsible for closing renewals and (in partnership with sales) you will co-own revenue responsibility for expansions. Key metrics for this role include: Gross Revenue Retention, Net Revenue Retention, and customer health (primarily driven by utilization). You will also be assessed on your ability to recruit, engage and retain a diverse and high performing team.
You will be a key member of the global CS leadership team and will report to the Senior Director, Customer Success. You will work to execute proactive customer engagement and retention strategy, drive ongoing adoption initiatives, drive business reviews and Account planning, forecast and close predictable renewals. In this cross-functional role, you can expect to work with members within Sales, Marketing, Implementation, Product, Finance, Learner Operations, and Legal.
Responsibilities:
- Meet and exceed quarterly renewal bookings and revenue growth goals
- Drive the customer success strategy and methodology for the region including renewal forecasting, success planning, business reviews, adoption playbooks and more
- Hire, develop and retain a team of high performing Customer Success Managers
- Represent Coursera as an executive sponsor and build relationships with key customers
- Collect product feedback and influence the product roadmap and go-to-market strategy
- Drive strategy of land and expand within the customer base
- Manage and own key aspects of customer advocacy such as advisory boards and NPS
Basic Qualifications:
- Fluent in Spanish and English language; Portuguese optional
- 5+ years of management experience and at least 3+ years of experience leading Customer Success or Sales teams
- Clear experience driving revenue and owning a “number” ; Renewal forecasting, contract negotiation, pipeline management, analytical problem-solving, business planning
- Strong executive presence and ability to develop deep C-suite relationships
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
Preferred Qualifications:
- Experience working in-market internationally (especially in LATAM)
- Experience working with corporations and campuses
- Managed teams of 10+ people before
- Experience with customer management tools like Gainsight, SFDC and Clari
If this opportunity interests you, you might like these courses on Coursera:
- Business Strategy
- Business Analytics
- Influencing People
- Customer Analytics
Compensation:
Our job titles may span more than one career level. The starting base pay for this role is between $151,900 and $218,400. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and location. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, equity, and benefits.
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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.
For California Candidates, please review our CCPA Applicant Notice here.
For our Global Candidates, please review our GDPR Recruitment Notice here.
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