Manager, Commercial Customer Success
ABOUT THE ROLE:
This role is an exciting opportunity for an experienced leader to help shape the future of the Commercial Customer Success team at Udemy Business. We are looking for a highly strategic, data-driven, people-focused manager who would be passionate about enabling a team of rockstar Customer Success Managers to achieve their potential.
The AMER Commercial Customer Success team at Udemy is responsible for hundreds of companies representing 10s of millions in revenue. In the past year, we have expanded internationally, tripled our ARR and quadrupled our customer base.
Your team is responsible for the growth and retention of UBs commercial segment, ensuring customers obtain maximum value and ROI when they partner with Udemy. You will coach and develop the team to align to and achieve customers’ desired business outcomes, drive senior executive engagement, build learning strategies to drive product usage, manage portfolio risk, develop customer advocacy, execute land and expand strategies.
Our Customer Success Team’s mission is to empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource. We strive to be a partner our customers adore working with. We serve as strategic advisors, provide trusted support and act as the voice of our customers internally. Our customers’ success is the engine that drives Udemy’s success.
About you:
- You are an inspiring, high-energy leader who lives for working with people – both your team and customers.
- You have a passion for coaching employees, both new and experienced.
- You have a strong track record of building long-term, strategic customer relationships across a diverse book of customers.
- Based on your experience, you know how to spot signals of opportunity and risk that others miss.
- You have a deep understanding of what Customer Success excellence looks like, both quantitatively and qualitatively.
- You have a growth mindset and are a learner by nature, you push yourself and your teams to improve and develop.
- You make learning a priority for you people. As a people-focused leader, you are capable of inspiring and motivating your teams and provide clarity on vision, purpose, and goals, especially during times of change.
Here is what you will be doing:
- Coach and lead a team of up to 8 diverse Commercial Customer Success Managers with responsibility for achieving quarterly and annual retention, expansion, engagement, and advocacy goals.
- Continue to refine our customer journey (and supporting tools) and identify points of risk and opportunity to mitigate churn and increase retention.
- Collaborate closely with key internal stakeholders including Sales, Product, Marketing, Content, Project Management and Support ensuring inter-departmental alignment with customer expectations.
- Hire, retain, and develop a high-potential team of Customer Success Managers.
- Build strong executive relationships (VP-Level/C-Suite stakeholders) and act as a strategic thought partner with customers. Serve as a point of escalation for customers.
- Effectively forecast against revenue targets, and closely manage pipeline with CSMs.
- Lead a revenue-generating team and own retention and growth targets. You will be responsible for managing and forecasting against revenue targets.
- Build and maintain a culture that fosters teamwork, collaboration, and continuous learning while maintaining high expectations and a high bar for excellence.
Key Requirements:
- 7+ Years working with organizations in a customer-facing capacity ideally at a SaaS or technology company (necessary), experience in professional services advantageous.
- 3+ Years managing and coaching Customer Success teams or similar functions.
- Demonstrated ability to make data-driven decisions.
- Full lifecycle account management experience: including onboarding, implementation, product adoption, and expansion.
- Track record of achieving retention targets.
- Experience managing multiple product lines at one time.
- L&D/ HR Tech experience an advantage.
Minimum Salary: $107,000 + Bonus + 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, 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.
Vaccine Mandate (US Only)
Udemy is committed to keeping its employees, clients, and communities safe. Accordingly, we require all U.S. employees to be fully vaccinated against COVID-19 if their work requires them to come into a Udemy office or come into close contact with others. If you are unable to get vaccinated due to a medical condition, disability, or a sincerely-held religious belief, we will consider requests for accommodation.
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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