Udemy: Manager, Enterprise Customer Success

ABOUT THE ROLE: We’re looking for a dynamic leader to manage our Americas Enterprise Customer Success team.

Your vision will drive success for our largest Udemy for Business customers.

Product adoption, customer advocacy, and especially revenue retention will be your focuses in this role.

You’ll thrive as our Manager of Enterprise Customer Success if you are equal parts strategy and execution.

You’re excited about improving our processes, managing our CSM team and delivering world class results.You love coaching your team to deliver value while acting as an escalation point for customers.

You care deeply about your team, understand how to motivate people and love developing people throughout their career.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.Attributes we hire for:Strategic mindsetResourcefulInspirationalTrustworthyCollaborativeHere’s what you’ll do:Forecast effectively and drive high net-revenue retention rates in your segment to achieve quarterly targets.

Coach, manage and expand a team of Americas Enterprise Customer Success Managers.

This will include collaboratively setting OKRs that reflect and support corporate objectives.Partner with Sales leadership to develop cross-functional account strategy in your segment and drive revenue.Continue to refine our customer journey (and supporting tools) and identify points of risk and opportunity to mitigate churn and increase retention.Improve operational efficiency of your department by identifying gaps, developing sound processes and partnering with our Analytics, Marketing, Content, Operations, and Engineering teams to optimize technology and harness the power of Gainsight, Salesforce and other tools.Act as the Voice of the Customer for this segment.Serve as a point of escalation for customers, hopping on calls to address concerns or assist with strategy.

We’re excited about you because you have: 5+ years of customer success experience2+ years leading a team in a similar capacity (doesn’t necessarily require the team to be direct reports)Been accountable to a revenue goal Demonstrated experience in managing relationships with large organizations over 5,000 employeesExperience with customer journey mapping and customer segmentationExperience with designing, implementing, and leading customer programs resulting in achieving target adoption of software or servicesA data-driven approachThe ability to thrive in fast-paced, ambiguous environmentsWorked with Gainsight (a plus) #LI-KM2About UdemyUdemy is the world’s largest education platform with more than 30 million monthly visitors.

Through our Consumer and Enterprise businesses, Udemy creates new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world.

The Udemy consumer marketplace offers thousands of up-to-date courses in dozens of languages and provides the tools learners and instructors need to achieve their goals and reach their full potential.

For companies, Udemy Business (UB) offers an employee training and development platform with subscription access to thousands of courses, learning analytics, as well as the ability to host and distribute their own content.

Our enterprise platform is among the fastest growing SaaS businesses in the world.

UB has more than 10,000 customers and serves the majority of the Fortune 100.

We are proud to be recognized for our world class employee experience:Business Insider SF: Best Places to Work Bay AreaBuilt In Colorado: Best Places to WorkBest Workplaces (Great Place to Work List): #1 in TurkeyCertified Best Place to Work: DublinFortune: Change the World CompanyUdemy is headquartered in San Francisco with hubs in Ankara, Turkey; Austin, Texas; Boston, Massachusetts; Mountain View, California; Denver, Colorado; Dublin, Ireland; Melbourne, Australia; New Delhi, India; and Sao Paulo, Brazil.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, sincerely-held religious belief, or as otherwise required by applicable law, we will consider requests for accommodation.