Head of EMEA Customer Success at Udemy
Dublin, IE
About the role:
We are looking for a leader to shape our EMEA Customer Success strategy at Udemy for Business and to build our Customer Success team to ensure we hit our retention, expansion, engagement and advocacy goals.
Why you should join the Udemy for Business Customer Success Team:
In the past year, we’ve tripled our ARR and quadrupled our customer base. Our CSM team is experienced, collaborative and fun. We’re still creating and building the Customer Success department, and we need a dynamic leader to help take our team, process and CS vision to the next level. Plus, we work with a product that positively impacts millions of lives.
Our Customer Success Team’s mission is to empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource and we are 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.
We look for people with the following characteristics: Trustworthy, Strategic, Inspiring, Collaborative, and Resourceful.

You bring:

    • You are an inspiring, high-energy leader who lives for working with people – both your team and customers
    • Your executive presence and strategic mindset enable you to build deep relationships with customers at the VP-level and C-Suite to impact change
    • You have been in the trenches and know how to spot signals of opportunity and risk that others miss
    • You have a deep understanding of what Customer Success looks like, both quantitatively and qualitativelyYou love closing renewals and upsells and share a passion for hitting the number with our partners in Sales
    • You thrive in a fast-paced, ever-changing environment where you can iterate on processes and develop CS materials from scratch
    • You are a master of detail and love digging into data
    • You are reliable. You forecast effectively, take ownership of your team’s success and are always looking for new ways to contribute
    • You understand the power of cross-functional collaboration and build bridges to get things done effectively within Udemy
    • You get excited when our customers achieve their goals, and your passion emanates throughout Udemy

What you’ll do:

    • Own our Customer Success strategy in EMEA
    • Manage all Customer Success Managers in EMEA with the responsibility of achieving retention, expansion, engagement and advocacy goals
    • Provide day-to-day coaching for your team - shadowing calls, developing individual skills, removing roadblocks and prioritising tasks
    • Recruit, onboard and develop Enterprise & Commercial Customer Success Managers in EMEA with the goal of unleashing their potential and enabling them to have massive impact at Udemy
    • Analyse what drives engagement with customers and develop playbooks to increase the likelihood of our customers achieving their business objectives
    • Serve as the escalation point for customer issues and surface the voice of the customer to Udemy leadership
    • Navigate our customers’ organisations, develop custom success strategies, and be a strategic thought-partner to executives and business stakeholders
    • Own the retention & expansion numbers for your teams, effectively assisting with forecasting, negotiating and closing deals
    • Drive impactful, authentic cross-functional relationships with Product, Engineering, Content, Sales and Marketing
    • May require modified work hours to cover accounts in other time zones and travel for key accounts

We're excited about you because you have:

    • 5+ Years working in customer facing roles at SaaS companies
    • 5+ Years managing and coaching Customer Success teams or similar functions
    • Experience with customers of all sizes, Enterprise, Mid-Market and SMB
    • Demonstrated ability to make data-driven decisions
    • Demonstrated success in building and scaling process in maturing organisations
    • Proven ability to partner with VP-level/C-Suite stakeholders
    • Track record of achieving retention targets
    • Experience developing and managing the customer lifecycle
    • Experience managing accounts up to $1M ARR
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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