Customer Success Specialist, Portguese-Speaking

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

Over 80 million learners and 17000 businesses already learn with Udemy. If youre excited by change energized by learning and ready to have a real impact youll feel right at home.

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

About your skills

• Communication: You use your active listening skills to adapt to different customers and situations communicating in a way that is clear and concise. You lead meetings and present decks that deliver impactful messages

• Growth mindset: You are intensely curious and seek out internal and external resources in order to upskill within your roles. You gracefully give and receive feedback.

• Organization: You leverage tools and processes that lead to effective management of accounts with exceptional attention to detail. You understand which day-to-day tasks need to be addressed first and utilizes appropriate judgement and awareness of how much time is spent on different tasks

• Renewal and Sales acumen: You lead great discovery to uncover customer issues and goals. You understand what needs to take place within a customer partnership to lead to renewal and creates an intentional and thoughtful plan of action that leads to these outcomes.

About this role

We are looking for a Customer Success Specialist to join our Commercial Customer Success team. At the heart of this role is to partner with corporate customers post-sale to drive adoption and ensure customer satisfaction growth and retention. Were a global team looking for someone who is passionate about making our customers successful. To achieve this we leverage a combination of automated programs 1:many strategies and thoughtful human intervention when its most impactful.

We have established processes however our nature is to always be on the look out for smarter and more scalable ways of doing our work. If a fast paced environment is what you thrive in this role might be just the right one for you!

What youll be doing

• Manage the success of a portfolio of 500 Udemy Business (UB) customers in North America and Brazil who are investing in the platform for their team department or small organization (<200 employees)

• Be an expert on the UB Platform with a deep understanding of our technology content and different product and service offerings

• Negotiate and renew customer contracts and partner with Sales to achieve upsell targets

• Lead customer meetings along the full lifecycle: Kick off Partnership Planning Business Reviews Renewals meetings (and any ad hoc meetings)

• Proactively monitor our customer base looking for both red flags and opportunities to increase revenue

• Be a voice of the customer and proactively communicate customer feedback to cross-functional teams

• Effectively manage product onboarding and implementation for new customers

• Respond to questions from customers directly or route questions to appropriate resources for training or support

• Support additional projects and tasks related to the broader Customer Success team

What youll have

• Fluent in Portuguese and English

• Intensely curious lifelong learner resourceful gets stuff done

• 1-2 years of B2B SaaS customer success account management consulting and/or sales experience

• Love for teamwork and commitment to building a world-class customer experience

• Outstanding verbal and written communication skills

• Superior project time management and organizational skills

• Excellent attention to detail

• Ability to adapt quickly in a fast-paced environment but also an interest in helping build sustainable processes

• Experience managing accounts using Salesforce and Zendesk is preferred but not required

Why work here

Youll grow here.
Learning is part of the job. Youll get full access to Udemy courses a monthly UDay to invest in yourself and a budget to spend on whatever helps you improve. Many people are diving into AI lately but what you focus on is up to you.

AI is real here.
We use it in the way we learn and the way we work. Youll have the space and tools to experiment apply and get better at using AI in practical ways.

Youll own your work.
We trust people to lead make decisions and follow through. You dont need to wait for permission or layers of approval to have an impact.

Youll build with others.
We collaborate openly and shape ideas together. Everyone has a voice and good thinking is welcomed from any direction.

Youll see your impact.
What you build helps people grow their skills change their careers or find a path forward. Youve got the experience why not use it to help others gain theirs

Bring your curiosity. Well bring the platform and the support. Lets LEARNtogether.

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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