Customer Success Enablement Manager
About the Role:
We are looking for our pioneer Customer Success Enablement Manager to develop our enablement strategy, upskill our CS team members and ensure we’re delivering the best customer experiences. This leader will report into our Director of Sales & CS Enablement on our Revenue Operations Team and will dotted line into our VP of Customer Success.
Our Revenue Operations Team Mission:
The Udemy for Business (UFB) Revenue Operations team’s mission is to enable all go-to-market teams to scale and grow top line revenue efficiently. The team supports our mission by delivering the process and information flows that drive the entire customer journey optimization, promoting cross-functional alignment, overseeing resource and performance planning, refining key processes to increase efficiencies, and adopting best-in-class tools and technologies to support the entire UFB go-to-market universe from lead generation to customer invoicing.
Our Customer Success Team Mission:
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and we are 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.
Why You’ll Make a Huge Impact
You’ve worked in B2B SaaS Customer Success and have a passion for it! You believe that customers thrive when they achieve their business outcomes with a company’s product and partnership. You love Customer Success so much that you’ve become an industry expert, keep up with the latest trends, can rattle off the skill sets needed to be a successful CSA or CSM, and you have creative ideas for how Customer Success can be even better!
You’re a strategic-thinker and have a vision for what world-class Customer Success enablement is. You’ll be able to partner with CS leadership and our analytics teams to develop our Customer Success enablement strategy that will serve our team members around the world. Your leadership will improve Udemy employee engagement and efficiency, drive higher customer engagement, increase our retention rates and build customer advocates for our teammates around the globe.
You are an expert in enablement and L&D best practices. You are great at developing and facilitating engaging, impactful learning programs. You know how to create, maintain and organize high-quality process documentation, learning experiences, and customer facing presentations that align to our company strategy and convey our Udemy voice.
Here's what you'll be doing:
- Develop and execute against a holistic Customer Success team enablement strategy that includes enablement on Udemy’s systems and processes, Udemy products, our customer journey, customer meetings, Customer Success expertise for all CS positions, and CS career development.
- Manage and scale global Customer Success onboarding to reduce ramp time and improve employee experience.
- Coordinate the schedule and logistics for new and existing global CS training programs.
- Use our own product - Udemy for Business - to enable the CS team including curating content, building our own video-based trainings, and developing learning paths.
- Facilitate existing enablement programs as well as trainings you develop.
- Organize, maintain and create Customer Success documentation and presentations so the team can find things easily and we’re always leveraging the latest and greatest.
- Partner with CS Leadership, CSMs and our Analytics team to continuously assess the team’s needs and our organizational objectives to build and deliver recurring and ad-hoc trainings that help the CS team achieve their goals.
- Partner with Product and Marketing to develop internal resources, enablement sessions and customer facing materials for Customer Success for all product, content, and service releases.
- Improve the sophistication of our customer experiences and partner with Marketing to iterate on our customer-facing materials and processes.
- Report into the Enablement function of our Revenue Operations Team and partner with other Enablement leaders across Sales and Marketing to deliver cohesive Go To Market enablement strategies.
- Partner with our Learning & Development organization so that all of our enablement is grounded in learning science and best practices
- Be an enablement leader that our Udemy for Business customers can learn from, and occasionally meet with our customers to help them develop their own learning programs.
We're excited about you because you will have:
- 3-5+ years of experience in Customer Success at a B2B SaaS Company
- 3-5+ Years of experience in Enablement or Learning & Development
- Demonstrated record of developing enablement strategy, executing effective programs and facilitating trainings.
- Demonstrated ability to build trusted relationships across a diverse range of stakeholders.
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About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 50 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), Gurugram (India), and São Paulo (Brazil).
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