Strategic Customer Success Manager

Summary

Join Udemy's growing team as a Strategic Customer Success Manager! This role focuses on building and maintaining strong relationships with senior executives at Fortune 500 companies. You will be responsible for driving customer retention, satisfaction, and business growth. The ideal candidate possesses 7-8 years of B2B SaaS experience and a proven track record of success in similar roles. You will collaborate with internal teams, develop tailored success plans, and leverage data insights to inform strategic decisions. This position offers the opportunity to shape the customer experience for some of the world's largest organizations and be part of a highly collaborative, global team.

Requirements

• 7-8 years of experience in B2B SaaS customer success, account management, or consulting
• A proven track record of successfully engaging with senior executives at large organizations to drive customer retention, satisfaction, and business growth
• Ability to develop strong, mutually beneficial relationships with high-value customers to help them achieve their business goals and outcomes
• Experience in collaborating with internal teams to address customer needs, and a knack for identifying growth opportunities that bring measurable results
• Expertise in working with professional services to optimize the time-to-value for new and expanding accounts

Responsibilities

• Proactively build and nurture relationships with strategic accounts, diving deep into their business objectives, challenges, and growth opportunities
• Serve as the primary point of contact for your accounts, ensuring that customer expectations are not only met but exceeded
• Develop and refine tailored success plans that focus on maximizing adoption, retention, and expansion while delivering valuable outcomes
• Own the onboarding process for new and expanding customers, ensuring a seamless transition to our products and services
• Gain a comprehensive understanding of Udemy’s offerings and effectively communicate their value to customers
• Turn happy customers into brand advocates, generating testimonials, case studies, and referrals to support sales and marketing efforts
• Consult with customers on their learning and development strategy, challenging them to drive positive organizational change
• Spot and create opportunities for account expansion and identify upsell potential to ensure continuous customer success
• Leverage data insights to track account health and identify trends, using this information to inform strategic decisions
• Collaborate cross-functionally with teams like Sales, Marketing, Professional Services, Product Development, and Support to deliver a unified, customer-centric experience

Benefits

• You'll have the opportunity to shape the customer experience for some of the world’s largest organizations
• You’ll be part of a highly collaborative, global team with a shared passion for customer success
• You’ll have the chance to work with a market-leading product that’s empowering individuals and businesses worldwide to unlock their full potential