Customer Success Associate - Spanish Speaking
About the role:
We are looking for a fluent Spanish-speaking Customer Success Associate to partner with our lower-spend customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. We’re a small team looking for someone who is passionate about making our customers successful. Your opinion will matter and there will be room for creativity and experimentation. You will report to the Manager of North America Scaled Customer Success.
Here's what you'll be doing:
- Manage the success of Udemy Business (UB) customers investing in the platform for their team, department, or small organization (
- Be an expert on the UB Platform with a deep understanding of our technology and content
- Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
- Conduct online trainings for existing and new customers
- Schedule and lead customer meetings
- Respond to questions from customers directly or route questions to appropriate resources for training or support
- Effectively manage product onboarding and implementation for new customers
- Renew customer contracts and partner with Sales to achieve upsell targets
- Proactively monitor customer health looking for both red flags and opportunities to increase revenue
- Support additional projects and tasks related to the broader Customer Success team
We're excited about you because you have:
- Language fluency in both Spanish and English
- BA or BS degree
- Intensely curious, lifelong learner, resourceful, gets stuff done
- 2+ years of B2B SaaS customer success, account management, consulting and/or sales experience
- Outstanding verbal and written communication skills
- Superior project, time management and organizational skills; excellent attention to detail
- Ability to adapt quickly in a fast-paced, startup environment, but also an interest in helping build sustainable processes
- Love for teamwork and commitment to building a world-class customer experience
- Experience managing accounts using Salesforce is preferred, but not required
- Experience with Zendesk is preferred, but not required
Minimum $65,000+ Equity + Bonus + 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, millions of 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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