Customer Success Manager

Summary

Join Udemy as a Large Enterprise Customer Success Manager and partner with valued customers to ensure their successful adoption of Udemy Business. Build strong relationships with learning champions and executives, thrive on engaging with customers on-site, and prioritize collaboration across departments. Driven by revenue, take ownership of renewals and actively pursue upsell opportunities, exceeding goals with the Sales team. Using a consultative mindset, help customers plan learning strategies, deploy programs, and measure success, leveraging creativity and experience to delight and engage our rapidly expanding customer base. This remote position (East Coast preferred) requires 5-8 years of B2B SaaS customer success, account management, consulting, or sales experience with enterprise-level accounts and HR/L&D customers. Udemy offers a supportive work environment with opportunities for growth, learning, and impact.

Requirements

• 5-8 years in B2B SaaS customer success, account management, consulting, or sales, specifically with enterprise-level accounts (>$150k ACV) and HR/L&D customers
• Demonstrated ability to cultivate and maintain trusted relationships with clients to foster long-term partnerships
• Proven capability to identify, negotiate, and successfully close complex deals that align with customer needs
• Experience in formulating and implementing strategies to enhance the adoption and utilization of technology solutions
• Fundamental understanding of customer integration concepts, including Single Sign-On, APIs, and feature customization
• Strategic Mindset: Ability to think critically and creatively about long-term goals, analyze complex information, adapt strategies to changing conditions, and collaborate effectively to drive sustainable success and innovation
• Project Management: Be a trusted advisor by providing superior project and time management abilities, with strong attention to detail, allowing for effective handling of multiple priorities
• Communication & Collaboration: Exceptional verbal and written communication skills that foster clear interactions and effective teamwork with clients and colleagues
• Resourcefulness: Ability to quickly adapt in a fast-paced environment while creatively finding solutions and contributing to sustainable processes that enhance a world-class global customer experience

Responsibilities

• Proactively manage a portfolio of enterprise-level Udemy Business (UB) customers, prioritizing retention and expansion through tailored engagement strategies and individualized success plans
• Serve as a subject matter expert on the UB Platform, guiding customers in their learning and development strategies to foster organizational growth and transformation
• Grow and maintain trusted relationships at the executive level, positioning yourself as a valued advisor on learning and development strategy, and establish an Executive Business Review cadence
• Collaborate with Sales to create account strategies focused on retention goals, upsell opportunities, and onboarding new customers, ensuring successful project management and continuous support
• Design and launch internal promotion programs to increase awareness and drive engagement with UB within customer organizations
• Establish a feedback loop with product management to relay customer requests, ensuring alignment of product development with customer needs and expectations
• Work with the marketing team to identify case study opportunities and develop customers as advocates through media exposure
• Develop and refine internal and customer-facing processes, programs, and resources to drive efficiency and enhance the effectiveness of the Customer Success team

Benefits

• You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve
• Many people are diving into AI lately, but what you focus on is up to you