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TITLE

 

Enterprise Customer Success Manager

COMPANY

 

Udemy

LOCATION

 

New York City, NY, US

Description

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.
 
Our Customer Success Mission
To ensure all customers see Udemy as an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors to our clients most critical business programs, employee learning. 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.

Want it in bullet points? Here it is! You will:

    • 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

You will need to 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 (> $100k 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

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