Customer Success Strategy and Operations Manager

| Greater Denver Area
The Udemy for Business Revenue Operations team is responsible for elevating our Marketing, Sales and Customer Success teams to scale and grow revenue efficiently. We own the systems & applications, processes, and analytics to make the teams aligned to drive visibility, transparency, and accountability for our revenue growth.

The problems we're solving are big: the rapidly changing business landscape is forcing people to upgrade their skills more frequently. Employees today seek and expect ongoing learning and development from their employer. Fueled by Udemy's unique and powerful content marketplace we are able to deliver on-demand and relevant learning content to organisations to close the skills gap.

We're growing our Customer Success Strategy & Ops (CSSO) team within our world-class Revenue Operations team. This team will be a mighty team with a big impact on how we drive transformation to revenue.

About the Role

As the Customer Success Strategy & Operations Manager you will be part of a team who is central to drive an aligned operating framework across the Customer Success organization (CS, Renewals, Support, and Services). Our goal is to improve the scalability of Udemy for Business’s rapidly growing customer success team by taking the strategy into fruition through consistent execution, transformation and governance initiatives. This role is highly visible within CS and the broader Udemy for Business organization.

Does this sound exciting? Awesome - come join us on this pre-IPO rocketship! 

Here's What You'll Be Doing:

  • Partner and collaborate with CS leadership by driving cross functional initiatives that deliver impactful results
  • Collaborate with other key partners to the CSSO team (Sales, IT, RevOps, Business Systems, Marketing, Product, etc) on projects that represent the CS organization and help scale effectively
  • Help lead and optimize the CS ecosystem of tools, processes and enablement by working closely with our systems team (Salesforce, Gainsight, etc) to scope business requirements with CS stakeholders and guide implementation of new features
  • Participate by delivering important updates that impact the CS and CS leadership team, as well as other cross functional teams. Effective and timely communication is imperative
  • Assess business critical processes and metrics; maintain, measure, and enhance to ensure top performance

We're Excited About You Because You Have:

  • Bachelor’s Degree or equivalent experience
  • 6+ years total work experience, including 3+ years operating in a SaaS oriented Customer Success capacity
  • Excellent analytical, communication, presentation, and follow-up skills
  • Experience in planning, delivering business reviews, and recommending business improvements
  • Passion to problem-solve, build productive relationships and are able to actively listen, influence and collaborate at every organization level to achieve results
  • You are patient yet work to move things forward in a timely manner with flexibility and resourcefulness
  • Subject matter expertise in CS tools: Gainsight, Salesforce, G-Suite, Tableau, other SaaS tools.

Min $106,00 + Equity + Benefits (See Below)
Note: Disclosure as required by sb19-085 (8-5-20) of the minimum salary compensation for this role when being hired into our offices in Colorado.



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Udemy Benefits:
- Eligibility: Regular, full-time employees are eligible for Udemy’s benefit programs.
- Health Plans: Medical, dental, and vision coverage (100% coverage for employee-only).
- HSA/FSA/Commuter: Pre-tax savings/spending plans available; generous HSA employer contributions for those enrolled in the HDHP medical plan.
- Life/Disability: Employer-paid life insurance (supplemental available), in addition to short-term and long-term disability.
- Retirement: Access to 401(k) with annual employer contribution.
- Wellbeing: Corporate memberships for meditation and mindfulness, therapy and coaching, financial planning, primary care, telehealth, health advocacy, parent/newborn support, and employee discounts.
- Education: Free access to the entire course library on the Udemy and Udemy for Business platforms; annual stipend for external learning beginning at six months of employment.
- Charitable Matching Program: Employer match of monetary contributions to eligible nonprofits and charities that carry a 501(c)(3) tax status.
- Vacation: 15 days per year of Paid Time Off for hourly; flexible Discretionary Time Off for salaried.
- Parental Leave: 8 weeks of leave at 100% pay for parents who take time off from work following the date of birth, adoption, or foster placement beginning at six months of employment; this amount is in addition to pregnancy-disability benefits at 100% pay, if applicable.
- Holidays: 10 paid holidays throughout the year; during COVID-19, Udemy also provides roughly one “Wellness Day” per month while working from home.

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), Gurugram (India), and São Paulo (Brazil).

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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
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
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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