At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.
Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.
Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, Mexico City and Melbourne. This hybrid position requires two days per week in the office at the nearest hub.
You’re an active listener and a determined person who thrives in a collaborative and fast-paced changing environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas. Adaptability is your second nature.
We’re looking for an innovative Customer Success Manager to manage a book of business of Commercial customers (organizations with up to 1,000 employees) in North America and Brazil. This new role leverages automated life-cycle communication to allow a focus on strategic one-on-one touch points with customers in moments that matter most.
The role involves driving engagement, revenue retention, and expansion within this client base. Ideal candidates possess a passion for customer consultation, aiming not just for retention but also for fostering customer success and growth. They understand the intricacies of small and medium sized businesses and navigating multiple stakeholders. Moreover, they excel in data-driven solutions and are eager to collaborate across teams to enhance customer experience and drive business outcomes.You’re not just great at building relationships, you also have a strategic mindset, using quantitative and qualitative information about your customers to inform how you manage your book, the solutions you provide customers, and the feedback you provide to management. We believe that leadership is a skill and not a role; you are a leader who deeply understands customers and advocates for them within the business.
Manage a book of approximately 60-70 Commercial customers across the North America and Brazil region, conducting customer conversations fluently in both Portuguese and English
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 expansion targets
Build and maintain trusted advisor relationships at the executive level and consult with customers on their internal learning and development strategy.
Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
Develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across your portfolio of customers.
Develop expertise about the use cases of small to mid-sized customers who have purchased Udemy Business for teams or for their whole organization
Be an expert on the Udemy Business platform with a deep understanding of our technology and content
Be a voice of the customer and proactively communicate customer feedback to cross-functional teams and your leadership team
Own the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Customer Success department
Language fluency in Portuguese and English
3+ years of B2B customer success, account management, consulting and/or sales experience. SaaS experience is a plus
Been accountable to a revenue goal
Experience collaborating across teams toward a common goal - Love for teamwork
Ability to build and nurture trusted relationships with decision-makers
Superior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wisely
Outstanding verbal and written communication skills
A data-driven approach and the ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes
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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Commercial Customer Success Manager Q&A's