Director, Customer Marketing at Udemy

| San Francisco
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About the role:
We’re looking for an experienced and dynamic Director of Customer Marketing to lead our global B2B customer marketing efforts for Udemy for Business. In the last few years we’ve experienced tremendous growth and we’re looking to bring on a marketing leader that can take our customer marketing strategy to the next level of scale and performance. We have two main sets of customers- admins who manage learning for their organization, and end users who are the employees learning on the Udemy platform regularly.
The Director of Customer Marketing will report into the VP of Marketing. This individual will have mastered translating customer insights and feedback into action. They will drive our customer segmentation strategy and partner with our customer success team to drive retention and upsell revenue at scale. This role is based in San Francisco and may include some light travel, both domestic and international.

Here's what you'll be doing:

  • Establish a strong understanding of the customer lifecycle and customer journey via intelligent segmentation (for admins and end-users). Develop a flexible global execution framework and playbook for different customer segments.
  • Analyze and establish metrics for learner engagement, customer retention/loyalty, customer segment health, and customer satisfaction.
  • Be the expert on what drives scalable and repeatable models of learner engagement at the organizations we serve, and improve our learner engagement metrics. 
  • Lead our customer advocacy program efforts and customer advisory board (CAB) in partnership with key marketing and customer success stakeholders.
  • Develop and launch customer success enablement initiatives, including collateral and other materials our customers can utilize to drive engagement.
  • Explore new customer marketing ideas and projects, including scaling a customer community and developing impactful customer videos. 
  • Lead, coach and mentor a growing customer marketing team.

We're exciting about you because you have:

  • 10+ years of professional experience with at least 7+ years working in and managing a team in digital marketing, marketing strategy, marketing communications, or customer marketing in a B2B environment. 4+ years experience managing or overseeing B2B customer marketing is a plus.
  • A proven track record of success in senior marketing roles in B2B organizations.
  • Demonstrated a high bar for performance for yourself and others on your team.
  • Excellent communication skills, outstanding attention to detail, and the ability to execute on strategic programs that meet customer needs.
  • Can balance the analytical and creative worlds to bring world-class marketing to life.
  • Biased toward action, a great collaborator and a master at making the complex simple.
  • Experience understanding how to prioritize and drive projects to completion and success, working with tight deadlines in a fast paced environment.
  • International experience is a plus.
  • MBA is a plus.

ABOUT UDEMY
We believe anyone can build the life they imagine through online learning. Today, more than 40 million 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), and São Paulo (Brazil).
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HiveDatabases
    • WordpressCMS
    • SalesforceCRM
    • MailChimpEmail
    • MarketoLead Gen

Location

SOMA

An Insider's view of Udemy

How would you describe the company’s work-life balance?

I’ve been really impressed by the work-life balance at Udemy. Each team has the freedom to choose a schedule and system that works for them. Everyone is committed to the success of their team and Udemy as a whole, and this flexibility and trust enables each of us to work in a way that helps maximize our impact.

Katie

Full Stack Web Development Software Engineer, Instructor Loyalty

How do you collaborate with other teams in the company?

As a member of the Marketing Efficiency Decision Science team, I help determine how Udemy can invest money efficiently. We partner with all levels of the Marketing and Finance teams to align our goals and drive implementation. We also work with the Data Products and platform team to ensure we utilize the most robust models and architecture.

Silvia

Data Scientist II

How does the company support your career growth?

Udemy provides me with daily opportunities to grow as an engineer. My manager genuinely cares about my career plan and professional growth. In every project that we’ve chosen for me to work on, I had the chance to improve my weaknesses and demonstrate my strengths. It is so important to feel valued at work, and Udemy has been doing a great job.

Duygu

Senior Staff Engineer

How do you make yourself accessible to the rest of the team?

My philosophy goes beyond normally scheduled one-on-ones, which I regard as simply guaranteed check points. I have a truly “interrupt me anytime” policy, so my staff feels comfortable enough to talk with me at any moment. My team is my work-family and, as with my own family, it is a top priority for me to be there to support them.

Justin

Senior Data Science Manager

What are Udemy Perks + Benefits

Culture
Intracompany committees
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
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