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TITLE

 

Customer Success Associate

COMPANY

 

Udemy

LOCATION

 

San Francisco, CA, US

Description

We are looking for a Customer Success Associate to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.
 
 
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
 
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.

Here is what you will be doing:

    • Managing the success of an SMB portfolio of Udemy for Business (UFB) customers
    • Being an expert on the UFB Platform with a deep understanding of our technology and content
    • Creating a custom feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
    • Conducting online trainings for existing and new customers
    • Scheduling and leading customer meetings
    • Responding to questions from customers directly or route questions to appropriate resources for training or support
    • Effectively managing product onboarding and implementation for new SMB customers
    • Renewing customer contracts and partner with sales to achieve upsell targets
    • Proactively monitor our SMB customer base looking for both red flags and opportunities to increase revenue
    • Supporting additional projects and tasks related to the broader Customer Success team

We're excited about you because you will have:

    • 1+ year of B2B SaaS customer success, account management, consulting and/or sales experience
    • Experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts
    • Experience working with HR/L&D customers would be a plus, but not required
 
 
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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