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Coursera (recently merged with Udemy) is seeking a Senior Manager of Customer Success to lead the Customer Success organization across Southeast Asia and Oceania. You will manage a team of approximately 10 Customer Success Managers (CSMs) responsible for Corporate, Campus, and Government business segments in the region.
In this role, you will develop and execute customer success strategies that drive partnership health, renewal revenue, and expansion opportunities. Key responsibilities include managing effective customer engagement, driving product adoption, and helping customers measure business value from the Coursera+Udemy platform. You will serve as an executive sponsor for key accounts, conduct regular business reviews, and collaborate with Sales and Renewal teams to identify upsell and cross-sell opportunities.
You will be a strategic member of the global Customer Success leadership team, reporting to the APAC Director of Customer Success. The role requires cross-functional collaboration with Enterprise Sales, Marketing, and Product teams to drive company growth and long-term success.
Key responsibilities include: driving CS KPIs (account health, CSQLs, renewal rates); executing and monitoring customer success strategy and methodology for the region; hiring, developing, and retaining high-performing CSMs; representing Coursera as an executive sponsor and building C-suite relationships; collecting product feedback to influence roadmap and go-to-market strategy; and managing customer advocacy and marketing initiatives for the territory.
You will be assessed on your ability to recruit, engage, coach, and retain a diverse, high-performing team while traveling to on-site customer meetings and executive business reviews across Asia and Oceania.
