Udemy
Enterprise Customer Success Manager (Strategic Growth)
Udemy, Oklahoma City, Oklahoma, United States,
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.
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 are looking for an Enterprise Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention.
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy Business) and in turn, ensure they meet their business goals.
What you'll be doing:
Proactively own and manage the success of a portfolio of enterprise-level Udemy Business (UB) customers and develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across your portfolio of customers.Be an expert on the UB Platform, with a deep understanding of our technology and content and consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization.Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UB.Build and maintain trusted advisor relationships at the executive level and partner with Sales to develop an account strategy for each Enterprise customer to hit retention and 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.
What you’ll have:
Intensely curious, lifelong learner with 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts (> $150k ACV).Experience working with HR/L&D customers.Ability to build and nurture trusted relationships and ability to identify, work and close complex deals.Experience developing strategies to increase adoption of technology solutions.Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.).Outstanding verbal and written communication skills and 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.
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.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 and Built In Best Places to Work.
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.
Compensation Transparency
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
$98,000—$125,000 USD#J-18808-Ljbffr
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.
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 are looking for an Enterprise Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention.
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy Business) and in turn, ensure they meet their business goals.
What you'll be doing:
Proactively own and manage the success of a portfolio of enterprise-level Udemy Business (UB) customers and develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across your portfolio of customers.Be an expert on the UB Platform, with a deep understanding of our technology and content and consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization.Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UB.Build and maintain trusted advisor relationships at the executive level and partner with Sales to develop an account strategy for each Enterprise customer to hit retention and 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.
What you’ll have:
Intensely curious, lifelong learner with 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts (> $150k ACV).Experience working with HR/L&D customers.Ability to build and nurture trusted relationships and ability to identify, work and close complex deals.Experience developing strategies to increase adoption of technology solutions.Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.).Outstanding verbal and written communication skills and 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.
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.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 and Built In Best Places to Work.
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.
Compensation Transparency
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
$98,000—$125,000 USD#J-18808-Ljbffr