Enterprise Customer Success Manager

Join Udemy. Help define the future of learning.

Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It's personalized, practical, and focused on real-world impact.

Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they're picking up something new or leveling up to stay ahead.

Over 80 million learners and 17,000 businesses already learn with Udemy. If you're excited by change, energized by learning, and ready to have a real impact, you'll feel right at home.

Learn more about us on our company page.

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 Turkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

• Strategic Mindset:
  Ability to think critically and creatively about long-term goals, analyze complex information, adapt strategies to changing conditions, and collaborate effectively to drive sustainable success and innovation.
• Project Management:
  Be a trusted advisor by providing superior project and time management abilities, with strong attention to detail, allowing for effective handling of multiple priorities.
• Communication &
  
  Collaboration:
  
  Exceptional verbal and written communication skills that foster clear interactions and effective teamwork with clients and colleagues.
• Resourcefulness:
  Ability to quickly adapt in a fast-paced environment while creatively finding solutions and contributing to sustainable processes that enhance a world-class global customer experience.

As a Large Enterprise Customer Success Manager, you excel at partnering with valued customers post-sale to ensure their successful adoption of Udemy Business and help them achieve their goals. You build strong relationships with learning champions and executives, thrive on engaging with customers on-site, and prioritize collaboration across departments like Marketing, Product, and Sales.

Driven by revenue, you take ownership of renewals and actively pursue upsell opportunities, sharing a commitment to exceed goals with the Sales team. Using a consultative mindset, you engage deeply with customers to help them plan learning strategies, deploy programs, and measure success, leveraging your creativity and experience to delight and engage our rapidly expanding customer base.

• Proactively manage a portfolio of enterprise-level Udemy Business (UB) customers, prioritizing retention and expansion through tailored engagement strategies and individualized success plans.
• Serve as a subject matter expert on the UB Platform, guiding customers in their learning and development strategies to foster organizational growth and transformation.
• Grow and maintain trusted relationships at the executive level, positioning yourself as a valued advisor on learning and development strategy, and establish an Executive Business Review cadence.
• Collaborate with Sales to create account strategies focused on retention goals, upsell opportunities, and onboarding new customers, ensuring successful project management and continuous support.
• Design and launch internal promotion programs to increase awareness and drive engagement with UB within customer organizations.
• Establish a feedback loop with product management to relay customer requests, ensuring alignment of product development with customer needs and expectations.
• Work with the marketing team to identify case study opportunities and develop customers as advocates through media exposure.
• Develop and refine internal and customer-facing processes, programs, and resources to drive efficiency and enhance the effectiveness of the Customer Success team.

• 5-8 years in B2B SaaS customer success, account management, consulting, or sales, specifically with enterprise-level accounts (>$150k ACV) and HR/L&D customers.
• Demonstrated ability to cultivate and maintain trusted relationships with clients to foster long-term…