Customer Success Renewal Manager, Latam

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**:
Coursera's Enterprise Solutions team serves global organizations, including leading companies, campuses, governments, and nonprofits, who seek to upskill or retrain their workforce with the world's best education. This team is made up of three sub-teams: Sales, Customer Success, and Revenue Strategy & Operations, which operate globally and have members based out of our offices in Mountain View, New York, London, Gurgaon, and Abu Dhabi. As a Renewal Manager on our Customer Success team, you will have an opportunity to to be part of a fast growing/high performing team and play a key role in contributing to our solution design for small segment customers. Reporting to the Regional Manager, Americas Renewal Management, you will bring experiences that will help us build the foundation for our scaled solutions and take our customers, as well as Coursera, to the next level.

You will bring a Customer Success mindset to every conversation and will be the primary go-to commercial contact owner for our small business customers. Additionally, you will drive contract renewals with customers while cultivating best practices around our internal success playbooks, and be an essential part of our Customer Success team in our effort to ensure a smooth renewal process for our smaller segment.

Your responsibilities include carrying renewal ownership and driving commercial conversations with customers' key decision makers, legal, and procurement teams. You will work closely with our Customer Success Associates, Account Executives, Implementation Managers, Legal, Finance team to ensure the long-term success of our customers and adoption of our products.

**Responsibilities**:

- Responsible for all aspects of contract renewals for your small business customer segment, as well as identifying other key growth opportunities for upsells
- Collaborate with the Regional Manager of Americas Renewal Management, to develop and refine the renewal process
- Build renewal strategies that proactively engage a customer in driving early renewal and growth
- Partner cross-functionally to translate newly released product features into new solutions for customers (understanding and solving their business / L&D needs)
- Drive outcome conversations and build rapport with customers and their key decision makers, as well as legal, finance, and procurement teams
- Position our new products, features, functions and escalate pain points to the Regional Manager of Americas Renewal Management

**Basic Qualifications**:

- 2+ years experience in the fields of sales (SDR or similar rolelike role), customer success (Associate or Jr CSM), or renewals (Renewal Manager or Specialist) in the SaaS B2B industry
- Demonstrated history in operating a book of business at scale, handling a large volume of customer renewals (40-80) and accounts with a strong execution on closing renewals and driving growth with Sales colleagues
- Experience working through contract and budget processes with customers in SaaS software
- Knowledge of how to identify customer risks and implement churn mitigation strategies
- Experience presenting to all levels of a customer (Coordinator to C-Suite)

**Preferred Qualifications**:

- Full bilingual fluency in both Spanish and English.
- Experience with Salesforce, Gainsight, Clari, or similar sales, customer success, and forecasting tools
- Aptitude and flair for automation and streamlining workflow processes a plus
- Customer-oriented and focused - a customer success manager at heart
- Excellent time management and organization skills, and ability to operate under strict deadlines

**If this opportunity interests you, you might like these courses on Coursera**:

- Successful Negotiation: Essential Strategies and Skills
- Sales Pitch and Closing
- Storytelling and Influencing: Communicate with Impact
- Leading transformations: Manage Change

**#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.

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