Strategic Customer Success Manager

Summary

Join Udemy as a Strategic CSM and play a pivotal role in the success of our high-potential enterprise-level Udemy Business (UB) customers. You will proactively manage a portfolio of 8-10 customers, exceeding $6.5M ARR, focusing on growth, retention, and executive engagement. Leverage your expertise in the UB platform to consult on L&D strategies, drive organizational change, and create internal promotion programs. Build strong executive-level relationships, collaborate across departments, and develop account strategies to achieve retention and upsell targets. This role demands deep cross-functional partnership, process optimization, and a passion for driving customer success. You'll need 5-8 years of B2B SaaS experience with large enterprise accounts and a proven track record of customer retention and growth.

Requirements

• Intensely curious, lifelong learner with 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts
• At least 2 years of experience working with Fortune 500 and industry-leading organizations with demonstrated success in retaining large customers (>$250k ARR) and growing customers (multiple examples of upsell/expansion over $200k)
• Experience working with HR/L&D customers
• Ability to build and nurture trusted relationships and ability to identify, work and close complex deals
• Experience developing strategies to increase adoption of technology solutions
• Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)
• Outstanding verbal and written communication skills and superior project and time management skills; excellent attention to detail
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes

Responsibilities

• Proactively own and manage the success of a portfolio of high-potential Strategic enterprise-level Udemy Business (UB) customers and develop individual success plans for each customer
• Be an expert on the UB Platform, with a deep understanding of our technology and content and consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization
• Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UB
• Engage customers via high-quality thought leadership delivered in presentations, written documents, and face-to-face engagements
• Build and maintain trusted advisor relationships at the executive level and partner with Sales to develop an account strategy for each Enterprise customer to hit retention and upsell targets
• Develop an appropriate customer experience for high-value customers that increases likelihood of retention, cross-sell, and upsell
• This role requires deep cross-functional partnership across multiple departments and levels within Udemy
• Own the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Strategic Customer Success team. In particular, create a blueprint for success of future Growth-focused roles on the Strategic Customer Success team
• Deep research for understanding of all customer’s business objectives and industry objectives

Benefits

• Equity
• Uncapped OTE
• Benefits