This hybrid position requires two days per week in our San Francisco office.About you 

The Customer Success team at Udemy is looking for an experienced and strategic Senior Director to lead our Global Renewals Management function. The Senior Director will own the strategy for our end to end retention policy and process. The Senior Director will enable us to maximize our contract renewal opportunity while protecting customer relationships and delivering an exceptional customer experience. 

About this role

Reporting to the Global VP of Customer Success, in this critical role, you will build and shape a renewals organization dedicated to servicing Udemy Business clients from SMB to Enterprise. You will be responsible for the Global Renewals Management strategy and its execution as well as key renewals metrics and operational goals. 

Udemy is a mission driven organization and we care deeply about our customers and our people. We are looking for a leader who shares these values and is equally focused on excellence in execution and building an incredible team of highly skilled and motivated renewals leaders and managers. 

What you'll be doing

• Lead the development and execution of a comprehensive global renewal strategy to maximize customer retention and drive revenue growth across all regions and segments
• Lead and motivate a team of team of talented leaders setting clear goals and expectations and providing ongoing coaching and development
• Optimize the renewals process ensuring adherence to policy, maximizing long and short term opportunity for the business and developing and improving playbooks
• Drive Renewal Performance through setting ambitious goals and KPIs, monitor performance against goals, and implement initiatives to ensure targets are met or exceeded and continuously evaluate and optimize our renewal processes, workflows, and systems to streamline operations, improve efficiency, and enhance the customer experience
• Collaborate closely with sales, customer success, product management, and finance teams to ensure alignment on renewal strategies, share insights, and drive cross-functional initiatives to support renewal objectives
• Provide consistent, accurate and timely forecasting of renewal performance, track key metrics and trends, and deliver regular reports and insights to senior leadership to inform decision-making
• Build and lead a high-performing global renewals team, providing coaching, mentorship, and professional development opportunities to foster growth and success within the organization
• Actively engage with and coach the team on negotiation strategy and contract management and stay abreast of industry trends, competitive landscape, and best practices in renewals management, leveraging insights to drive innovation and differentiation and play an active role in the global CS team

What you’ll have 

• Proven experience in senior leadership roles, with a minimum of 7-10 years of experience in a senior management position, ideally at Director level +,  overseeing renewals or customer success functions within a SaaS or technology environment
• Strong background in renewal management, with a demonstrated track record of success in driving high renewal rates, revenue growth, and customer retention globally and experience with customers of all sizes from SMB through to strategic enterprise 
• Demonstrated ability to make data-driven decisions and proven track record of driving strategy and growth in a fast-paced environment and proven ability to partner with VP-level/C-Suite stakeholders
• Experience leading renewal initiatives on a global scale, with a deep understanding of regional differences and cultural nuances that impact renewal dynamics and customer relationships
• Strategic thinker with the ability to develop and execute comprehensive renewal strategies aligned with overall business objectives, leveraging data-driven insights and market intelligence to drive decision-making
• Exceptional negotiation skills with a proven ability to successfully negotiate complex renewal contracts and agreements, balancing the needs of the customer with the objectives of the company
• Demonstrated leadership skills and a track record of developing and mentoring great talent, and inspiring and motivating high achieving teams
• Ability to build and maintain strong relationships with internal and external stakeholders and strong analytical and problem-solving abilities

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

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