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TITLE

 

Customer Success Manager

COMPANY

 

Udemy

LOCATION

 

San Francisco, CA, US

Description

ABOUT UDEMY FOR BUSINESS
At Udemy, we believe anyone can build the life they imagine through online learning. Today, more than 20 million students around the world are advancing their careers and passions by mastering new skills on Udemy. Through our global marketplace, we connect lifelong learners around the world to the largest selection of online courses created by expert instructors, and we’re just getting started.
 
Udemy for Business (UFB), is Udemy’s enterprise offering.  Our mission is to help employees do whatever comes next. We’re helping companies like PayPal, Lyft, Booking.com, Capgemini, and Century 21 to solve the critical skills gap that teams increasingly face, whether it’s the latest technical skills, marketing & sales, leadership soft skills, and more. And we’re just getting started.
 
ABOUT UDEMY
With a mission to improve lives through learning, Udemy is a global marketplace for learning and teaching online. More than 20 million students learn from an extensive library of over 65,000 courses taught by expert instructors. Whether learning for professional development or personal enrichment, students can master new skills through self-paced, on-demand courses, while instructors have a way to share their knowledge with the world. For companies, Udemy for Business offers subscription access to a collection of business-relevant courses as well as a simple platform to host and distribute their own content in one central place.
 
We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious commitment to delivering the best possible learning and teaching experiences. 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 Dublin, Ireland, and Ankara, Turkey. Compensation includes full-time salary, equity compensation plan, and competitive benefits including healthcare, commuter benefits, paternal leave, and an unlimited vacation policy.
 
JOB DESCRIPTION
We are looking for a Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.

Key Responsibilities

    • Proactively own and manage the success of a portfolio of strategic 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 influence 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 for Mid-Market and Enterprise accounts
    • Renew customer contracts and partner with sales to develop account expansion strategies for customers with high-growth potential to hit 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

Qualifications

    • BA or BS degree
    • Intensely curious, lifelong learner
    • 3+ years of B2B SaaS customer success, account management, consulting and/or sales experience
    • Experience working with mid-market and enterprise level accounts
    • Ability to build and nurture trusted relationships with decision makers
    • Ability to close deals
    • Experience developing strategies to increase adoption of technology solutions
    • 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
    • Experience working with HR/L&D customers would be a plus, but not required
    • Experience managing accounts using Salesforce is preferred, but not required

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