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 97 million registered learners as of Dec. 31, 2021. Coursera partners with over 250 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. **Job Overview**: The Coursera for Government team plays a key role in increasing global access to world-class education. We are working with governments and organizations around the world to provide more learning opportunities for citizens and public sector employees that open new opportunities, enrich careers, and change lives. Coursera for Government is part of Coursera's larger Enterprise business and has grown rapidly to now serving over 100+ public sector and non-profit customers around the world. In this role as a Customer Success Manager, your main goal is to help make our government partners successful, by helping them achieve their desired outcomes. Your performance will depend on your ability to balance account renewal & growth as well as customer satisfaction. In this cross-functional role, you can expect to work with colleagues across Coursera, including Sales, Marketing, Product, Finance, Industry Partnerships, Learner Operations, and Legal in service of Coursera's growth and long-term success. **Responsibilities**: - Own strategic customer relationships with our largest government partners across LATAM. - Ensure customer success by driving adoption and key metrics, managing partner relationships, conducting business reviews, and sharing best practices - Be accountable for client renewal and retention results, responsible for identifying opportunities in closing additional revenue by upselling and cross-selling. - Serve as the primary "voice of customer" and point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution. Travel for onsite engagement with customers as needed and as conditions permit. - Provide quantitative/qualitative analysis to inform team decision-making and product roadmap. - Able to strategically problem solve with large government partners to drive usage. **Basic Qualifications**: - 5+ years of account (or major program) management experience in LATAM region; customer success experience a strong plus. - Demonstrated history of working with the public sector in LATAM, ideally related to workforce development and involving management of engagements with multiple stakeholders (across and outside government). - Demonstrated history in high customer retention, renewal, and growth; successful management of upsell campaigns - Ability to articulate the power of education, training, and learning to influence key business decisions and increase economic opportunity. - Business fluency in both Spanish and English. **Preferred Qualifications**: - Experience working in EdTech, SaaS, or public sector training - Complex account management (or complex program management, if comparable) or customer success experience - Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments - Excellent interpersonal, communication, and presentation skills together with strong problem solving and analytical thinking - Strong sense of customer empathy and customer-centrism; to convert relationship and value into advocacy - Business language skills in Portuguese - or willingness to learn **If this opportunity interests you, you might like these courses on Coursera**: - Business Strategy - Business Analytics - Influencing People - Customer Analytics **#LI-CV1**: 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. LI-Remote