Interim Director, Customer Success, EMEA

Job Overview:

We are looking for a Director of Customer Success to manage our Corporate, Campus and Government businesses in Europe and lead a team of 9 high performing Customer Success Managers (CSMs).

Under your leadership your teams will develop and deliver strategies that ensure effective customer management, driving product usage, and helping 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 CS leadership team, influencing strategy and execution, and will report to the VP of Global Customer Success. 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 and retain a diverse and high performing team.

Responsibilities:

• Drive 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 Europe.
• Collect product feedback and influence the product roadmap and go-to-market strategy
• Manage and/or own key aspects of customer advocacy such as customer advisory boards

Basic Qualifications:

• 10+ years of Customer Success experience and 2-5+ years of experience leading Customer Success or Sales teams
• 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
• Strong executive presence with ability to develop deep C-suite relationships incl. within complex accounts
• 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

Preferred Qualifications:

• Experience working internationally (particularly across Europe)
• Experience working with corporations, governments and campuses
• Managed teams of c.10 people before
• Experience with customer management tools like Gainsight, SFDC and Clari