Head of Americas Customer Success

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 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 Trkiye. 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:
Udemy is seeking a strategic and customer-obsessed Senior Director of Customer Success for the AMER region to lead and scale our Customer Success organization across North and South America. This is a critical leadership role responsible for driving retention growth and long-term customer outcomes across a diverse portfolio of enterprise and commercial customers.

As a key member of Udemys global Customer Success leadership team youll set the vision for the region lead a high-performing team of CS leaders and collaborate cross-functionally to elevate the customer experience and business impact at scale. Your work will be instrumental in helping our customers unlock the full value of Udemy Business while contributing directly to the companys growth strategy.

What Youll Do:

• Lead the AMERS Customer Success Strategy: Own and evolve our regional CS strategy across Enterprise Mid-Market and Commercial segments ensuring alignment to key metrics including Gross Revenue Retention (GRR) Net Revenue Retention (NRR) and adoption.

• Inspire and Develop High-Performing Teams: Lead and mentor a team of experienced CS leaders and ICs building a culture of accountability collaboration and growth.

• Engage Strategically with Customers: Serve as a trusted advisor to senior stakeholders within our largest accounts and act as an executive sponsor where needed.

• Drive Cross-Functional Partnership: Partner with Sales Product Marketing Renewals and Professional Services to drive seamless customer experiences and measurable outcomes.

• Champion Operational Excellence: Identify and address process gaps scale best practices and leverage insights to optimize the customer journey and maximize CS impact.

• Represent the Customer Voice: Advocate for customer needs across the business and influence roadmap decisions with a deep understanding of customer value and goals.

• Contribute to Global CS Leadership: Collaborate closely with counterparts in EMEA and APAC bringing a regional perspective to global initiatives and helping define what world-class CS looks like at Udemy

What Youll Have:

• 10 years of experience in Customer Success Account Management or a related customer-facing function ideally in SaaS or EdTech

• 5 years of people leadership with a track record of building managing and scaling high-performing teams

• Experience leading Customer Success across multiple customer segments including large enterprise

• A strong background in retention expansion and customer lifecycle management

• Executive presence and confidence engaging with VP and C-level stakeholders

• Demonstrated commercial acumen and success working closely with Sales to drive customer and revenue growth

• Analytical mindset with experience using data to inform decisions and guide strategy

• A builders mentality comfortable with ambiguity and passionate about solving problems and scaling impact

• Deep collaboration skills and a proven ability to influence cross-functional
  
  #LI-TG

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 (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 its 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.

• Were 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. 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 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.

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