VP, Customer Experience

New VP, Customer Experience United States Apply Coursera was launched in 2012 by 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  183 million registered learners as of June 30, 2025 . Coursera partners with  over 350 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 enable instructors to deliver scalable, personalized, and verified learning experiences to their learners. Institutions worldwide rely on Coursera to upskill and reskill their employees, citizens, and students in high-demand fields such as GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp. We’re a global platform aiming to transform lives through learning by offering transformative courses, certificates, and degrees that empower learners worldwide to advance their careers through skill mastery. We’re looking for inventors, innovators, and lifelong learners eager to shape the future of education. If you’re ready to build the global programs and tools that fuel the power of online learning, join Team Coursera. At Coursera, we are committed to building a globally diverse team and are thrilled to extend employment opportunities to individuals in any country where we have a legal entity. We require candidates to possess eligible working rights and have a compatible timezone overlap with their team to facilitate seamless collaboration.  Coursera has a commitment to enabling flexibility and workspace choices for employees. Our interviews and onboarding are entirely virtual, providing a smooth and efficient experience for our candidates. As an employee, we enable you to select your main way of working, whether it's from home, one of our offices or hubs, or a co-working space near you. Job Overview: As the Vice President of Customer Experience, you will be responsible for leading the global Customer Success and Solution Consulting organizations. This strategic role is critical in driving customer retention, satisfaction, and growth across all regions and verticals. The ideal candidate will develop and implement customer success strategies that align with Coursera’s business objectives, ensuring that our customers derive maximum value from their investment in our platform. Your leadership will foster a culture of excellence, collaboration, and continuous improvement within the Customer Success team. The ideal candidate should have strong experience in customer adoption and onboarding, engagement, retention, and with a proven track record in leading Account management and Customer Success teams, managing global budget, establishing customer health scores and touchpoint best practices. Responsibilities: Develop and Execute the Customer Experience Strategy: Define and implement a comprehensive customer success strategy that aligns with company goals and objectives. Develop and maintain a deep understanding of customer needs and preferences to inform strategy. Collaborate with cross-functional teams to ensure seamless customer experiences across all touchpoints. Retain and grow the customer base by providing value-driven products and services. Team Leadership: Hire, train, inspire, lead and develop a high-performing team to achieve client goals and objectives. Foster a culture of continuous learning and improvement within the customer success team. Collaboration and Analysis: Work closely with sales, marketing, content, and product teams to ensure alignment and effective communication. Analyze customer data and feedback to identify trends, opportunities for improvement, and areas for innovation. Use insights to inform product development and enhance customer experiences. Reporting and ROI: Provide regular reports to executive leadership on key customer health metrics, strategic initiatives, and performance against goals. Demonstrate the ROI of customer success initiatives and provide recommendations for future investments. Customer Advocacy: Develop and execute strategies to build a strong community of customer advocates. Encourage customer testimonials, case studies, and referrals to support sales and marketing efforts. Utilize strong stakeholder relationship skills to advocate for the customer within the organization. Coordinate with cross-functional teams within the company to ensure client goals are achieved. Drive customer engagement, relationships, adoption, value, and overall experience, resulting in high customer retention and expansion of Coursera’s footprint within the customer base. Operational Excellence: Leverage global experience and deep understanding of customer success operations, systems, metrics, and operational rigor. Manage scalable processes for account-based marketing (ABM), including customer health dashboards, scorecards, processes to scale services, and customer engagement / communication best practices, including Quarterly Business Reviews (QBR), yearly reviews, customer touchpoints, and journey mapping across various customer types. Oversee scalable support operations while maintaining high levels of efficiency and customer satisfaction. Partners cross-functionally to optimizing the entire customer lifecycle from acquisition to retention. Leverage AI to transform customer experience by enabling personalized interactions and automation of repetitive tasks, allowing the business to scale personalized experiences while improving efficiency Basic Qualifications: 15+ years in customer success, with at least 8 years in a senior leadership role within B2B SaaS. Strong leader and motivator with a track record of exceptional performance and strategic planning skills. Proficiency in customer success platforms and CRM tools. Experience of analyzing data to make informed decisions. Experience with budget management and ROI analysis. Preferred Qualifications: A combination of Fortune 500 and scale up experience in a rapidly changing and growing environment. Proven Leadership: Successfully manages and develops high-performing teams, inspiring and motivating members across various regions. Strong Customer Focus: Commits to customer satisfaction and retention, demonstrating a passion for delivering exceptional service and value. Strategic and Analytical Thinking: Aligns customer engagement with business objectives and leverages customer data for actionable insights. Communication and Collaboration Skills: Builds relationships with stakeholders at all levels and thrives in cross-functional environments. Metrics and Decision-Making Expertise: Establishes KPIs, dashboards, and reporting, making informed, decisive actions based on insights. MBA preferred. Compensation Mid-range OTE: $400K The range(s) listed above is the expected annual OTE salary for this role, subject to change. Salary is just one component of Coursera’s total rewards package. All regular employees are also eligible for a bonus program and equity in the form of RSU’s. A number of factors are taken into account when determining pay, which includes: job level, location, training/education, business need, skill set and internal equity.    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.   If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please contact us at accommodations@coursera.org.   For California Candidates, please review our CCPA Applicant Notice here. For our Global Candidates, please review our GDPR Recruitment Notice here.   Create a Job Alert Interested in building your career at Coursera? Get future opportunities sent straight to your email. 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