Udemy
Customer Success Operations Manager
Udemy, San Francisco, California, United States, 94199
About us
At Udemy, we're on a mission to transform lives through learning. We're a leading online skills marketplace and learning platform, serving more than 69 million learners and 15,700 organizations globally. Our goal is to provide flexible and effective skill development, empowering individuals and organizations to keep pace with innovation and prepare for the future of work.We believe that talented people are everywhere, but oftentimes, those dream opportunities are hard to come by. That's why we're focused on revolutionizing learning, leveraging the deep expertise of Udemy's 75,000 instructors and the power of our platform, to help individuals sharpen their skills and harness their full potential.This hybrid position requires two days per week in our San Francisco office.
About you
You're a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company's growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.About this role
We are looking for a Customer Success Operations Manager to drive the effectiveness and efficiency of our Customer Success team. This role will report to the Manager of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders. The Customer Success Organization encompasses Customer Success, Renewals, and Professional Services.What you'll be doing:
Project Manage and drive cross functional projects, transformational projects, and change management projects in partnership with CS LeadershipPartner and enable CS Leadership with reporting, inspection, and governance; dive deep into data to identify key strategic insights to improve our business for various customer segmentsContribute to operational and cross functional initiatives by being the voice of Customer SuccessDevelop insights into our customer health so we can detect early signals of at-risk customers and identify upsell opportunitiesDevelop, communicate and reinforce system standards, processes and policies and recommend ways to optimize our SFDC and Gainsight instance and partner closely with our BizOps teamSupport capacity planning for parts of the CS OrganizationIdentify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance.Own the documentation of Customer Success Operations processes and ensure they are maintained up to dateWhat you'll have
3+ years of experience in an Operations role focused on Customer Success in SaaSExperience partnering with business leadershipExperience with Salesforce and Excel (vlookups, pivot tables, etc) a must; Gainsight a plusPassion for designing processes that scaleData-driven mindset with a commitment to process improvementStrong listening skills, open to input from other team members and departments, and an understanding of how people go through a change and the change processProject management skillsAn eye for inefficiency and like to fix challenging problemsWe 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.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.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 coverageHSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributionsTransgender Benefits: Expanded medical coverage for gender-affirming careParental 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 payWhole 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 supportLearning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional developmentRetirement: Pre-tax and Roth 401(k) plan with an employer contributionCharitable Giving: Corporate charitable match for eligible nonprofits and charitiesVacation: Flexible vacation for salaried Udemates and fifteen days per year for hourlyHolidays: Twelve paid holidays throughout the yearInformation regarding data privacy is available within the
Udemy Careers Privacy Notice
.
#J-18808-Ljbffr
At Udemy, we're on a mission to transform lives through learning. We're a leading online skills marketplace and learning platform, serving more than 69 million learners and 15,700 organizations globally. Our goal is to provide flexible and effective skill development, empowering individuals and organizations to keep pace with innovation and prepare for the future of work.We believe that talented people are everywhere, but oftentimes, those dream opportunities are hard to come by. That's why we're focused on revolutionizing learning, leveraging the deep expertise of Udemy's 75,000 instructors and the power of our platform, to help individuals sharpen their skills and harness their full potential.This hybrid position requires two days per week in our San Francisco office.
About you
You're a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company's growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.About this role
We are looking for a Customer Success Operations Manager to drive the effectiveness and efficiency of our Customer Success team. This role will report to the Manager of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders. The Customer Success Organization encompasses Customer Success, Renewals, and Professional Services.What you'll be doing:
Project Manage and drive cross functional projects, transformational projects, and change management projects in partnership with CS LeadershipPartner and enable CS Leadership with reporting, inspection, and governance; dive deep into data to identify key strategic insights to improve our business for various customer segmentsContribute to operational and cross functional initiatives by being the voice of Customer SuccessDevelop insights into our customer health so we can detect early signals of at-risk customers and identify upsell opportunitiesDevelop, communicate and reinforce system standards, processes and policies and recommend ways to optimize our SFDC and Gainsight instance and partner closely with our BizOps teamSupport capacity planning for parts of the CS OrganizationIdentify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance.Own the documentation of Customer Success Operations processes and ensure they are maintained up to dateWhat you'll have
3+ years of experience in an Operations role focused on Customer Success in SaaSExperience partnering with business leadershipExperience with Salesforce and Excel (vlookups, pivot tables, etc) a must; Gainsight a plusPassion for designing processes that scaleData-driven mindset with a commitment to process improvementStrong listening skills, open to input from other team members and departments, and an understanding of how people go through a change and the change processProject management skillsAn eye for inefficiency and like to fix challenging problemsWe 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.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.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 coverageHSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributionsTransgender Benefits: Expanded medical coverage for gender-affirming careParental 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 payWhole 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 supportLearning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional developmentRetirement: Pre-tax and Roth 401(k) plan with an employer contributionCharitable Giving: Corporate charitable match for eligible nonprofits and charitiesVacation: Flexible vacation for salaried Udemates and fifteen days per year for hourlyHolidays: Twelve paid holidays throughout the yearInformation regarding data privacy is available within the
Udemy Careers Privacy Notice
.
#J-18808-Ljbffr