Large Commercial Customer Success Manager
Large Commercial Customer Success Manager
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Job Description
About us
At Udemy were on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors weve helped nearly 80 million learners and more than 17000 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 headquartered in San Francisco with other global offices in Australia India Ireland Mexico Trkiye and other US locations (Denver and Austin).
This is an inoffice position requiring three days a week (Tuesday Wednesday Thursday) in the Denver CO office and flexibility on Mondays and Fridays.
About your Skills
Relationation Management: You have experience building and fostering trusted relationships particularly with key stakeholders or decisionmakers.
Project & Time Management: Superior project management time management and organizational skills; excellent attention to detail and ability to prioritize wisely
Communication: Outstanding verbal and written communication skills
Adaptability & Process Optimization: A datadriven approach and the ability to adapt quickly and thrive in a fastpaced environment but also an interest in helping build sustainable processes.
About this role
Were looking for an innovative Customer Success Manager to manage a book of business of Commercial customers (organizations with up to 1000 employees). This new role leverages automated lifecycle communication to allow a focus on strategic oneonone touch points with customers in moments that matter most.
The role involves driving engagement revenue retention and expansion within this client base. Ideal candidates possess a passion for customer consultation aiming not just for retention but also for fostering customer success and growth. They understand the intricacies of small and medium sized businesses and navigating multiple stakeholders. Moreover they excel in datadriven solutions and are eager to collaborate across teams to enhance customer experience and drive business outcomes.
Youre not just great at building relationships you also have a strategic mindset using quantitative and qualitative information about your customers to inform how you manage your book the solutions you provide customers and the feedback you provide to management. We believe that leadership is a skill and not a role; you are a leader who deeply understands customers and advocates for them within the business.
What youll be doing:
Manage a book of approximately 6070 Commercial customers
Be responsible for driving the engagement and revenue retention of your book of business by using a combination of hightouch and techtouch strategies
Renew customer contracts and partner with Sales to achieve expansion targets
Build and maintain trusted advisor relationships at the executive level and consult with customers on their internal learning and development strategy.
Lead customer meetings along the full lifecycle: Kick off Partnership Planning Business Reviews Renewals meetings (and any ad hoc meetings)
Develop individual success plans for each customer to ensure UB adoption expansion and loyalty across your portfolio of customers.
Develop expertise about the use cases of small to midsized customers who have purchased Udemy Business for teams or for their whole organization
Be an expert on the Udemy Business platform with a deep understanding of our technology and content
Be a voice of the customer and proactively communicate customer feedback to crossfunctional teams and your leadership team
Own the creation of internal and customerfacing processes programs and materials to improve the quality and efficiency of the Customer Success department
What youll have
3 years of B2B customer success account management consulting and/or sales experience. SaaS experience is a plus
Been accountable to a revenue goal
Experience collaborating across teams toward a common goal Love for teamwork
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 wed 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:
Were invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups ensuring were 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 were 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. Youll also have unlimited access to Udemy courses monthly UDays (meetingfree 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 its our hackathons (a companywide effort to envision new possibilities for our product) or sharing our prototypes we see experimentation as a crucial step on the path to success.
Were committed to creating worldclass 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. Youve 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 and Ireland Benefits pages to get an understanding of some of the benefits we offer. For details on regionspecific benefits please refer to the information provided during the hiring process.
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
Required Experience:
Manager
Employment Type
Full Time
