Global Customer Success Enablement Lead

Coursera•Mountain View, CA

1d•$129,200 - $173,500•Remote

About The Position

Coursera and Udemy have merged, creating a comprehensive skills development platform for the AI era. This union enhances their ability to drive AI innovation and shape global skill development. Coursera, founded in 2012, aims to provide universal access to world-class learning through partnerships with universities and industry leaders, offering a wide range of credentials. Their platform features AI-powered personalization and role-based solutions, utilized by institutions worldwide for upskilling in high-demand fields like GenAI, data science, technology, and business. Coursera is a Delaware public benefit corporation and a B Corp.

Requirements

5+ years of professional experience in sales enablement, customer success enablement, or a related field.
4+ years of experience in a Customer Success role.
2+ years of B2B SaaS experience.
Foundational HR or EdTech industry knowledge.
Experience designing, building, and deploying global enablement programs applicable to different global regions (North America, Latam, Europe).
Experience in assessing, monitoring, and measuring the impact of enablement programs.
Understanding of sales/CS performance metrics and best measurement approaches to drive high Net Promoter Scores (NPS) and successful learning assessments.
Strong customer-facing skills and experience partnering with C-level executives and stakeholders across matrix organizations.
Proven record of driving innovative, creative concepts from strategy to execution with attention to detail.
Ability to prioritize well, identify work based on importance and urgency, demonstrate good judgment, and show a mature demeanor when faced with challenges.

Responsibilities

Partner with global Customer Success Leadership to drive enablement strategy.
Engage directly with leaders to understand regional selling and consulting nuances.
Design, plan, implement, and evaluate programs to meet specific objectives and deliver desired outcomes.
Create a learning vision with personalized learning in multiple modalities.
Collaborate with the Global Enablement team to leverage and localize existing programs.
Act as a trusted advisor to the global enablement team and business leadership to assess skills and target performance improvements.
Build dynamic, consumable content that achieves predefined learning objectives.
Facilitate experiential learning experiences and provide coaching initiatives.
Oversee and manage employee performance using data and analytics.
Apply evaluation frameworks (e.g., Kirkpatrick model) to assess program benefits.
Update enablement dashboards (e.g., Asana, Jira) for tracking.
Own a monthly Field Readiness Council.
Establish a network of sponsors for enablement initiatives.
Liaise with cross-functional teams (Marketing, Operations, HR, Product) to ensure program relevance and timeliness.