Manager, Customer Success Operations

| San Francisco
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ABOUT THE ROLE:
We are looking for a Manager of Customer Success Operations to drive the effectiveness and efficiency of our Customer Success team. This role will report to the head of Revenue Operations.
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
We’re looking for candidates who can dive into our retention metrics, refine our forecasting process, manage our capacity planning and lead a growing team. We will depend on your expertise to keep our focus on changes that drive growth, scalability, and retention. You love working cross functionally and globally to support the broader Customer Success goals. 

Here's what you'll be doing:

  • Hire, coach and manage a Customer Success Operations team
  • Partner with the CS leadership team on revenue forecasting, retention and KPI reporting so we always know where we are relative to our goals
  • Refine renewals, upsells, retention and expansion forecasting process
  • Manage customer distribution and capacity planning across all CS segments to ensure the best possible experience for our customers
  • Develop insights into our customer health so we can detect early signals of at-risk renewals and identify upsell opportunities
  • Dive deep into our data to identify key strategic insights to improve our business
  • Develop, communicate and reinforce system standards, processes and policies 
  • Recommend ways to optimize our SFDC and Gainsight instance and partner closely with our BizOps team
  • Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance. 
  • Own the documentation of our processes and ensure they are maintained up to date
  • Represent the needs of Customer Success within the broader Revenue Operations team.

We're excited about you because you have:

  • 3+ years of experience in an Operations role focused on Customer Success
  • Experience building a thriving Operations team in a B2B SaaS environment
  • Experience partnering with business leadership
  • Experience with Salesforce and Excel (vlookups, pivot tables, etc) a must; Gainsight a plus
  • Passion for designing processes that scale 
  • Data-driven mindset with a commitment to process improvement
  • Strong listening skills, open to input from other team members and departments, and an understanding of how people go through a change and the change process
  • Project management skills
  • An eye for inefficiency and like to fix challenging problems

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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