Customer Success Manager at Udemy

| Greater Denver Area
!Sorry, this job was removed at 4:05 p.m. (MST) on Wednesday, December 4, 2019
ABOUT THE ROLE:
We are looking for a Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.
Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
How We Do It
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy for Business) and in turn, ensure they meet their business goals.
We love people! We build relationships with learning champions and executives. We can’t wait to get onsite with customers. Internally, our team is close and loves to collaborate. We also put a ton of effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales.
We are revenue driven. We own renewals and get excited when we identify an upsell opportunity. Our partnership with Sales is tight, and we share a joint passion for meeting and exceeding our goals.
We like going deep and wide. We aren’t yes people, order takers, or ticket triagers. We talk to our customers regularly and aren’t afraid of getting our hands dirty. We use our consultative mindset to help our customers plan their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.

Here is what you will be doing:

  • Proactively owning and managing the success of 40-50 strategic Udemy for Business (UFB) customers
  • Developing individual success plans to ensure UFB adoption, expansion and loyalty for each of your customers
  • Consulting with customers on their internal learning and development strategy, and influence leaders to drive change across their organization
  • Creating and implementing engagement strategies to generate awareness and drive usage of Udemy for Business to help customers meet their business objectives
  • Building and maintaining executive level relationships through our role as trusted advisors
  • Renewing customer contracts and partner with sales to develop account expansion strategies to hit upsell targets
  • Implementing and training new customers. Be the onboarding project manager for each customer, and partner with our Solutions Engineers on technical requirements.
  • Working with product management to surface customer requests and help translate customer feedback into product requirements
  • Identifying and introducing customers fit for case studies and media opportunities to our Marketing team Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of our department

We're excited about you because you will have:

  • 3+ years of B2B SaaS customer success, account management, consulting and/or sales experience
  • Experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts
  • Experience working with HR/L&D customers would be a plus, but not required
  • Requires about 40% travel time

ABOUT UDEMY
We believe anyone can build the life they imagine through online learning. Today, more than 40 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), and São Paulo (Brazil).
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Read Full Job Description

Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

We are located in the LoDo neighborhood, with access to Union Station, Milk Market and Coors Field.

An Insider's view of Udemy

What are some social events your company does?

Udemy Denver office really values creating an amazing social culture. Last year we attended Rockies games, went go-karting, comedy night, volunteer activities, bar cart, corn maze and more! This year our Culture Crew is planning more outdoorsy events, sporting events, trivia nights, and of course more bar carts!

Katie Keith

Account Development Representative

How do you collaborate with other teams in the company?

One of my favorite things about working here is how open people are to collaborating since every individual wants to see Udemy continue to grow! Our departments work endlessly to provide new information we share with the public. Without the ability to spend a quarter of my day speaking with different teams, I would not be successful in my role!

Christine Mavraganis

Mid Market Account Executive

How does the company support your career growth?

The high-growth nature of the business, especially in the new Denver office, has created great opportunities to work with different cross-functional teams. Not only is there a great opportunity to learn about different sides of the business, there's also a great deal of visibility into the impact you make. Great spot for professional growth!

Jim Doyle

Recruiter

How do you empower your team to be more creative?

We ask team members to spend at least 10% of their time on a project of their choosing, that could help achieve Udemy's OKRs. This is an opportunity for them to do something that will feed into their interests while making an even bigger impact on our company. One partners with The Last Mile, helping incarcerated individuals reenter the workplace.

Han Hong

Senior Manager, Customer Success

What projects are you most excited about?

I am most excited about being apart of the office move in Denver as well as completing an entire build-out and rebrand. I am super passionate about design and creating an environment that connects people in different departments and backgrounds.

Danae Avery

Senior Workplace Coordinator

What are Udemy Perks + Benefits

Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Acme employees can contribute up to $2,750 annually to their healthcare FSA and up to the $5,000 annual household limit for dependent care FSA.
Disability Insurance
Disability insurance covers 66.67% of annual salary up to $10,000 monthly maximum payout.
Dental Benefits
Our dental plan covers $2,000 of expenses per year with an option to buy up to a plan covering $3,000.
Vision Benefits
In-network eye exams on our vision plan are a $10 copay with a $180 limit for contact lenses. Frames can be purchased every year and are covered up to $180 + 20% of the amount above $180.
Health Insurance Benefits
We have PPO, HDHP and HMO options available to Denver employees.
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Udemy offers a discretionary employer match. The match formula is 25% of your contribution, up to the first 6% of an employee's salary, with a cap of $500.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 16 weeks of parental leave for birth mothers. We also provide 8 weeks of leave for the for fathers and adoptive parents.
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Snacks are available at all times in our office kitchens. Employees get free lunch on Monday, Tuesday, Wednesday, Thursday.
Stocked Kitchen
Happy Hours
Parking
We offer employees Paid on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
We offer $1500 annually for continuing education after 6 months of employment.
Time allotted for learning
Online course subscriptions available
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