VP, Customer Experience

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