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TITLE

 

Senior Product Designer, Udemy

COMPANY

 

Udemy

LOCATION

 

San Francisco, CA, US

Description

ABOUT THE ROLE:
We’re looking for a dynamic leader to own our scaled customer success strategy and manage our global Customer Success Associate team. Your vision will drive success for thousands of Udemy for Business customers. Product adoption, customer advocacy, and especially revenue retention will be your focuses in this role.
 
You’ll thrive as our Manager of Scaled Customer Success if you are equal parts strategy and execution. You’re excited about developing and delivering one-to-many customer engagement programs, like lifecycle email campaigns, webinars, and training at scale. You'll leverage data and customer feedback to understand our customers’ evolving needs and creatively address them through your programs.
 
Reporting to the Head of Customer Success, you’re also a strong Customer Success leader. You love coaching your team to deliver value while acting as an escalation point for customers. You care deeply about your team, understand how to motivate people and love developing people throughout their career.  

Here's what you'll be doing:

    • Own the vision and develop the strategy for our Scaled Customer Success organization.
    • Forecast effectively and drive high net-revenue retention rates in your segment to achieve quarterly targets.
    • Coach, manage and expand a team of global Customer Success Associates.
    • Partner with Sales leadership to develop cross-functional account strategy in your segment and drive revenue
    • Map and redefine the customer journey for low-touch accounts, from onboarding to renewal. Develop our lifecycle touchpoints and identify points of risk and opportunity to mitigate churn and increase retention
    • In collaboration with Marketing and Product, optimize the customer experience by designing and defining success for multi-channel programs leveraging webinars, email, CSA touches, in-product, etc.
    • Improve operational efficiency of your department by identifying gaps, developing sound processes and partnering with our Analytics, Operations, and Engineering teams to optimize technology and harness the power of Gainsight, Salesforce & other tools
    • Act as the Voice of the Customer for this segment
    • Serve as point of escalation for customers, hopping on calls to address concerns or assist with strategy

We're excited about you because you have:

    • 3+ years of customer program management or 5+ years of customer success experience
    • 2+ years leading a team in a similar capacity
    • Been accountable to a revenue goal
    • Experience with customer journey mapping and customer segmentation
    • Experience with designing, implementing, and leading customer programs
    • A data-driven approach
    • The ability to thrive in fast-paced, ambiguous environments
    • Worked with Gainsight (a plus)
ABOUT UDEMY
We believe anyone can build the life they imagine through online learning. Today, more than 30 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), and São Paulo (Brazil).
 
 
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