Customer Success Manager, Scaled Enterprise
ABOUT THE TEAM:
Our Customer Success MissionTo 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.
Attributes we hire for:
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
ABOUT THE ROLE:
We’re looking for an innovative, strategic customer success associate to manage a book of business of Enterprise (organizations with 5,000+ employees) accounts in North America who have purchased Udemy Business for small-to-medium-sized teams and departments. Reporting to the Global Manager of Scaled Customer Success, you’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion. You’re excited to be one of the first team members in this new position and to have the opportunity to shape the role.
You’re passionate about supporting customers. You’re not just interested in keeping them at a baseline of health that keeps clients renewing--you want them to thrive and love Udemy Business enough to expand. You have experience working with Enterprise customers and understand the complexities of working with large organizations--how to manage layers of stakeholders, how to operate within complex organization structures, and how these businesses think about ROI. You are also flexible and creative enough to leverage both high-touch and 1-to-many strategies (webinars, lifecycle email campaigns, etc.) to serve your customers. You have “data and process brain” and gravitate toward creating scalable and efficient solutions.
With the Global Manager of Scaled Customer Success, you’ll develop the strategy for how to support Enterprise clients in this customer tier. You’ll become the expert on the unique needs of this segment and how to best support them, sharing your insights across teams like Marketing, Product, and the wider Enterprise Customer Success department.
Here's what you'll do:
- Manage a book of approximately 250-300 customers Enterprise Udemy Business customers in North America and Latin America
- Be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies
- Renew customer contracts and partner with Sales to achieve retention and upsell targets
- Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments
- Based on what you learn, develop communications programming and customer lifecycle playbooks specifically tailored for the Enterprise experience of small-to-medium-sized teams or departments; work with our Gainsight administrator and/or Marketing team to bring them to life
- Work collaboratively with the Enterprise Customer Success Department to ensure your strategies create a cohesive customer experience throughout the Enterprise Customer Success vertical
- Surface customer requests and help translate customer feedback into product requirements
- Conduct online product 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
- Collaborate as needed with our Finance team to support customers’ payment, billing, and invoicing needs
We’re excited about you because you have:
- 3+ years of customer success experience in B2B SaaS organizations, or 2+ years working with Enterprise clients in B2B SaaS organizations
- Are comfortable conducting high-stakes business meetings and trainings
- Proven experience identifying, nurturing, and successfully expanding existing customer accounts
- Been accountable to a revenue goal
- Superior project management, time management and organizational skills; excellent attention to detail and ability to prioritize wisely
- A data-driven approach
- Comfort innovating and evolving within your role
- Experience collaborating across teams toward a common goal
- Experience with customer journey mapping and customer segmentation
- Experience with designing and implementing scalable customer communications and programs
- The ability to thrive in fast-paced, ambiguous environments
- Familiarity with Gainsight, Salesforce, and/or Zendesk (a plus)
- Fluent in Spanish (Preferred)
#LI-KM1
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, tele-health, 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 publicly traded 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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