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Head of Americas Customer Success

Austin, TX; Denver, CO; San Francisco, CA

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped nearly 80 million learners and more than 17,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. Learn more about us on our company page.

Where we work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your skills:

  • Customer Success Strategy Development – Ability to design and implement scalable customer success strategies aligned with business objectives.

  • Team Leadership & Development – Experience leading and developing high-performing CS teams, including frontline managers.

  • Executive Stakeholder Management – Skilled in managing executive-level relationships internally and with enterprise customers.

  • Customer Retention & Expansion – Proven ability to drive renewals, upsell, and cross-sell initiatives.

  • Customer Advocacy & Relationship Building – Strong interpersonal skills to build trust-based relationships with customers.

  • Process Optimization – Ability to scale processes to support a growing customer base efficiently.

  • Sales & Product Alignment – Experience collaborating with Sales, Product, Marketing, and Support to ensure a seamless customer experience.

  • Voice of the Customer (VoC) – Translate customer insights into actionable recommendations for internal teams.

  • Enterprise SaaS Knowledge – Deep understanding of SaaS business models, preferably in tech, edtech, or learning & development.

  • Change Management – Experience guiding customers through change, especially with new technologies or processes.

  • Executive Presence – Confident communicator who can present at the C-level and influence senior stakeholders

About the Role:

The Customer Success team at Udemy is looking for an experienced and strategic Senior Director to lead the Americas Enterprise CS Department. The Senior Director will own the CS strategy for the region ensuring we achieve retention, expansion and adoption goals and that we drive ultimate success for our customers.

What You’ll Do:

  • Own and execute our Customer Success strategy in the Americas, focusing on retention, growth and value creation and delivering on GRR, NRR and Adoption goals.

  • Lead and motivate a team of team of talented leaders, setting clear goals and expectations and providing ongoing coaching and development.

  • Optimize the customer journey ensuring adherence to milestones, developing and improving playbooks and identifying opportunities for continuous improvement

  • Analyze what drives engagement with customers and develop strategies and processes to increase the likelihood of our customers achieving their business outcomes

  • Actively engage and build relationships with customers - serving as a senior escalation point and acting as the voice of the customer internally. 

  • Navigate our customers’ organizations, develop custom success strategies, and be a strategic thought-partner to senior executives and business stakeholders.

  • Drive impactful, authentic cross-functional relationships with Renewals,  Product, Engineering, Content, Sales, Professional Services, Finance and Marketing.

  • Champion a customer-centric culture within the organization, emphasizing the importance of customer success as a strategic differentiator.

  • Identify and solve for systems and process gaps.

  • Stay abreast of industry trends, competitive landscape, and best practices in customer success, leveraging insights to drive innovation and differentiation.

  • Play an active role in the global CS leadership team and the Amers GTM leadership team.

What You'll Have: 

  • 10+ Years relevant experience

  • 5+ Years managing and coaching Customer Success teams or similar functions

  • Experience working with Enterprise customers across revenue tiers and verticals 

  • Demonstrated ability to make data-driven decisions

  • Proven track record of driving strategy and growth in a fast-paced environment

  • Proven ability to partner with VP-level/C-Suite stakeholders

  • Track record of achieving retention targets

  • Experience developing and managing the customer lifecycle

  • Demonstrated leadership skills and a track record of developing and mentoring great talent, and inspiring and motivating high achieving teams

  • Ability to build and maintain strong relationships with internal and external stakeholders

  • Strong analytical and problem-solving abilitiy

 

#LI-TG

#LI-T

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 a bonus. 

Hiring Compensation Range

$220,000 - $260,000 USD

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. 

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits,  Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. 

Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.

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

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