Enterprise Customer Success Manager, Texas at Udemy

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ABOUT THE ROLE:
We are looking for an Enterprise Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention.
** THIS IS A FULLY REMOTE ROLE **
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.
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
How We Do It
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy for Business) and in turn, ensure they meet their business goals.
We love people! We build relationships with learning champions and executives. We can’t wait to get onsite with customers. Internally, our team is close and loves to collaborate. We also put a ton of effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales.
We are revenue driven. We own renewals and get excited when we identify an upsell opportunity. Our partnership with Sales is tight, and we share a joint passion for meeting and exceeding our goals.
We like going deep and wide. We aren’t yes people, order takers, or ticket triagers. We talk to our customers regularly and aren’t afraid of getting our hands dirty. We use our consultative mindset to help our customers plan their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.

Here’s what you’ll be doing:

  • Proactively own and manage the success of a portfolio of enterprise-level Udemy for Business (UFB) customers
  • Develop individual success plans for each customer to ensure UFB adoption, expansion and loyalty across your portfolio of customers
  • Be an expert on the UFB Platform, with a deep understanding of our technology and content
  • Consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization
  • Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UFB
  • Build and maintain trusted advisor relationships at the executive level
  • Partner with Sales to develop an account strategy for each Enterprise customer to hit retention and upsell targets
  • Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.
  • Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
  • Partner with marketing to develop customers for case studies and media opportunities
  • Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

We’re excited about you because you have:

  • BA or BS degree
  • Intensely curious, lifelong learner
  • 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts (> $150k ACV)
  • Experience working with HR/L&D customers
  • Ability to build and nurture trusted relationships
  • Ability to identify, work and close complex deals
  • Experience developing strategies to increase adoption of technology solutions
  • Basic understanding of concepts related to customer integrations (e.g,, Single Sign-On, APIs, feature customization, etc.)
  • Outstanding verbal and written communication skills
  • Superior project and time management skills; excellent attention to detail
  • Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
  • Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together

About Udemy
We believe anyone can build the life they imagine through online learning. Today, more than 35 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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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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