Manager, Customer Success Operations

| Greater Denver Area
ABOUT THE ROLE:
We are looking for a Manager of Customer Success Operations to drive the effectiveness and efficiency of our Customer Success team. This role will report to the head of Revenue Operations.
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
We’re looking for candidates who can dive into our retention metrics, refine our forecasting process, manage our capacity planning and lead a growing team. We will depend on your expertise to keep our focus on changes that drive growth, scalability, and retention. You love working cross functionally and globally to support the broader Customer Success goals. 

Here's what you'll be doing:

  • Hire, coach and manage a Customer Success Operations team
  • Partner with the CS leadership team on revenue forecasting, retention and KPI reporting so we always know where we are relative to our goals
  • Refine renewals, upsells, retention and expansion forecasting process
  • Manage customer distribution and capacity planning across all CS segments to ensure the best possible experience for our customers
  • Develop insights into our customer health so we can detect early signals of at-risk renewals and identify upsell opportunities
  • Dive deep into our data to identify key strategic insights to improve our business
  • Develop, communicate and reinforce system standards, processes and policies 
  • Recommend ways to optimize our SFDC and Gainsight instance and partner closely with our BizOps team
  • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance. 
  • Own the documentation of our processes and ensure they are maintained up to date
  • Represent the needs of Customer Success within the broader Revenue Operations team.

We're excited about you because you have:

  • 3+ years of experience in an Operations role focused on Customer Success
  • Experience building a thriving Operations team in a B2B SaaS environment
  • Experience partnering with business leadership
  • Experience with Salesforce and Excel (vlookups, pivot tables, etc) a must; Gainsight a plus
  • Passion for designing processes that scale 
  • Data-driven mindset with a commitment to process improvement
  • Strong listening skills, open to input from other team members and departments, and an understanding of how people go through a change and the change process
  • Project management skills
  • An eye for inefficiency and like to fix challenging problems

About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 35 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
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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