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Emerging Enterprise Customer Success Manager

San Francisco, CA

About Us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

This hybrid position requires two days per week in our Denver office.

About you 

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

We’re looking for an innovative, strategic customer success associate to manage a book of business of Enterprise (organizations with 1,000+ employees) accounts who have purchased Udemy Business for small-to-medium sized teams and departments. Reporting to the Manager of Emerging Enterprise Customer Success, you’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion. You’re excited to be a pioneering member of this brand new team and to have the opportunity to help us shape the role and our engagement model. 

 

You’re passionate about supporting customers. You’re not just interested in keeping them at a baseline of health that keeps clients renewing--you want them to thrive and love Udemy Business enough to expand. You have experience working with large customers and understand the complexities of working with different stakeholder groups. You know, how to operate within complex organization structures, and have a good understanding of how these businesses think about ROI. You are flexible and creative enough to leverage both high-touch and 1-to-many strategies (webinars, lifecycle email campaigns, etc.) to serve your customers. You are data driven, love partnering with sales and enjoy creating scalable solutions. 

 

As part of the foundational Emerging Enterprise Customer Success Team, you will help develop the strategy for how to support Enterprise clients in this customer tier. You’ll become the expert on the unique needs of this segment and how to best support them, sharing your insights across teams like Marketing, Product, and the wider Enterprise Customer Success department. 

What you'll be doing

  • Manage a book of approximately 150 Enterprise customers (1k+ employees) who have a contract quantity of 200 licenses or less - many of these customers will be teams or departments inside larger organizations. 
  • Be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies
  • You will leverage data, insights and tools to effectively prioritize your book of business and to inform what action you take with specific accounts. 
  • You will partner with Sales to identify high value accounts and will work with them to identify new contacts and use cases that may be relevant to our relationship 
  • You will own the retention and expansion of the accounts in partnership with the RM & Sales team.
  • Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments 
  • Build relationships and develop champions inside your customer accounts.
  • Based on what you learn, you will contribute to the development of communications programming and customer lifecycle playbooks specifically tailored for the Enterprise experience of small-to-medium sized teams or departments; working with our Gainsight administrator and/or Marketing team to bring them to life
  • Work collaboratively with the Enterprise Customer Success Department to ensure your strategies create a cohesive customer experience throughout the Enterprise Customer Success vertical 
  • Be an expert on the UB Platform with a deep understanding of our technology and content
  • Surface customer requests and help translate customer feedback into product requirements
  • Collaborate as needed with our Finance team to support customers’ payment, billing, and invoicing needs

What you’ll have 

  • 3+ years of customer success experience in B2B SaaS organizations, or 2+ years working with Enterprise clients in B2B SaaS organizations
  • Proven experience identifying, nurturing, and successfully expanding existing customer accounts 
  • Been accountable to a revenue goal 
  • Superior project management, time management and organizational skills; excellent attention to detail and ability to prioritize wisely
  • A data-driven approach
  • Comfort innovating and evolving within your role
  • Experience collaborating across teams toward a common goal  
  • Experience with customer journey mapping and customer segmentation
  • The ability to thrive in fast-paced, ambiguous environments
  • Familiarity with Gainsight, Salesforce, and/or Zendesk (a plus)

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

  • We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  • Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  • Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  • We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

  • Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
  • HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
  • Transgender Benefits: Expanded medical coverage for gender-affirming care
  • Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay
  • Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support
  • Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
  • Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
  • Charitable Giving: Corporate charitable match for eligible nonprofits and charities
  • Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
  • Holidays: Twelve paid holidays throughout the year

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits, equity and uncapped OTE.

Base Salary Compensation Range

$84,000 - $104,000 USD

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