About this role.
Coursera, now combined with Udemy, seeks a Senior Manager of Customer Success to lead a team of ~10 CSMs across Corporate, Campus, and Government businesses in Southeast Asia and Oceania. The role focuses on driving customer partnership health, renewals, and expansion revenue while acting as an executive sponsor for key accounts. This leader will join the global CS leadership team, collaborating with Sales, Marketing, and Product to influence strategy and execution. Success is measured through KPIs like account health, CSQLs, and renewal rates, as well as team recruitment, coaching, and retention. The role is remote-friendly within the region and offers high autonomy.
Role DNA
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Manager, Customer Success role at Coursera. With over X years of experience leading high-performing CS teams in the EdTech and SaaS sectors, I have consistently driven renewal rates and expansion revenue through strategic customer engagement. My leadership approach focuses on coaching diverse teams, building cross-functional partnerships, and delivering measurable business value to enterprise clients. I am particularly drawn to Coursera's mission of universal access to learning and would be thrilled to contribute to the global CS strategy. Thank you for your consideration.
Sample interview questions
I would start by analyzing customer segmentation, regional pain points, and usage data to tailor playbooks. Then align with local sales and product teams to ensure consistent execution. Prioritize high-touch for strategic accounts and leverage automation for scale.
In a previous role, I identified a key account showing declining usage and low health scores. I initiated an executive business review, re-mapped success metrics, and implemented a targeted adoption plan with weekly check-ins. This restored engagement and secured a multi-year renewal.
I believe in hiring for adaptability and customer empathy, then providing a clear career progression framework. I offer regular one-on-one coaching, encourage certifications, and celebrate wins publicly. I also conduct stay interviews to proactively address any concerns and ensure a growth-oriented culture.
I would set up shared KPIs and regular joint account planning sessions to identify expansion opportunities early. By integrating customer health data into the sales process, we can align on messaging and timing. I also foster open communication channels to ensure a seamless handoff and collective accountability.
I gathered feedback from multiple enterprise customers about a missing feature that was causing friction. I quantified the impact on renewal risk and expansion potential, then presented this business case to the product team. The feature was prioritized in the next roadmap release, resulting in higher satisfaction and upsell opportunities.
About Coursera
Coursera and Udemy are now one company, creating one of the world’s most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivotal moment of change. Read more about the combined company by visiting our blog.
Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to worldclass learning. Coursera partners with leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, and degrees. Coursera’s platform innovations — including AI-powered personalized guide and features, like Role Play and Course Builder, and role-based solutions like Skills Tracks — enable instructors, partners, and companies to deliver scalable, personalized, and verified learning. Institutions worldwide rely on Coursera to upskill and reskill their employees, students, and citizens in high-demand fields such as GenAI, data science, technology, and business, while learners globally turn to Coursera to master the skills they need to advance their careers. Coursera is a Delaware public benefit corporation and a B Corp. Coursera recently combined with Udemy to create one of the world’s most comprehensive skills development platforms.
Why Join Us
At Coursera, we’re looking for inventors, innovators, and lifelong learners ready to shape the future of education. You’ll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter.
We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to do their best work together. Our virtual hiring and onboarding experience makes it easy to join us and start making an impact from anywhere. If you’re ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below.
Job Overview:
We are looking for a Senior Manager of Customer Success to manage our Corporate, Campus and Government businesses in South East Asia and Oceania to lead a team of ~10 high performing Customer Success Managers (CSMs).
Under your leadership your team will develop and deliver strategies that drive customer partnership health and renewal/expansion revenue. This involves managing effective customer engagement, driving product usage, and helping customers articulate business value and impact tied to learning on the Coursera+Udemy platform(s) through regular business reviews. 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 and Renewal Managers), 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 CS leadership team, influencing strategy and execution, and will report to the APAC Director of Customer Success. You will operate in a cross-functional capacity in Asia to collaborate with Enterprise Sales, Marketing, Product teams working cohesively towards the shared goals of the company’s growth and long-term success as we transform lives through learning.
You will also be assessed on your ability to recruit, engage, coach and retain a diverse and high performing team.
Responsibilities:
- Drive key CS KPIs such as account health, CSQLs, Renewal Rates
- Execute, measure & monitor customer success strategy and methodology for the region including customer health performance, success planning, business reviews, adoption playbooks and more.
- Hire, develop and retain a team of high performing Customer Success Managers, including at senior levels.
- Represent Coursera as an executive sponsor and build relationships with key customers, including traveling to on-site customer meetings and Executive Business Reviews (EBRs) across Asia, Oceania
- Collect product feedback and influence the product roadmap and go-to-market strategy
- Manage and/or own key aspects of customer advocacy & customer marketing for your territory
Basic Qualifications:
- 12+ years of Customer Success experience and 5+ years of experience leading teams
- Proven experience in driving revenue performance (adoption, retention and growth)
- Strong executive presence with ability to develop deep C-suite relationships incl. within complex accounts
- Excellent communication skills with the ability to articulate a vision and strategy to motivate teams and influence customer outcomes
- Analytical problem-solving skills to assess customer performance and define strategies to influence customer health
- Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
- Experience with digital CS is an added advantage
Preferred Qualifications:
- Experience working in Asia, across multiple countries
- Experience working with corporations, governments and campuses
- Managed teams of 5+ people before
- Experience with customer management tools like Gainsight, Salesforce
Keep Learning:
If this opportunity interests you, you might like these courses on Coursera:
- Udemy – AI for customer success
- Coursera – Learning how to learn
- Coursera – AI powered customer success
- Coursera – Influencing People
- Coursera – Customer Analytics
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To protect against recruitment fraud, Coursera + Udemy recruiters only communicate via official coursera.org/udemy.com email addresses and never through personal accounts. We do not accept resumes via email or social media; please submit all applications directly through our careers page.
If you encounter suspicious recruitment activity, please report it via our Fraudulent Activity Submission Form.
Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at recruiting@coursera.org.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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