Manager, Scaled Customer Success

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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

• People Leadership & Coaching: Ability to mentor and manage a high-performing team. You believe that clear is kind and deliver feedback consistently in a manner that motivates and inspires. You dont micro-manage but you do roll up your sleeves ride shotgun on calls and develop a strong sense of each persons abilities.

• Strategic Thinking & Cross-Functional Collaboration: Youll use your strategic thinking skills to shape the priorities you drive forward collaboratively with our friends in Sales Customer Marketing and CS Ops.

• Customer Centricity: Whether youre managing escalations or advocating internally for customers you have a head and heart approach to balancing business needs and customer needs with the will and skill to find the greatest overlap between the two. You listen to what customers say (and what they dont) and develop a deep understanding of needs and pain points.

• Data-Driven Decision Making: Proficiency in analyzing quantitative and qualitative data to drive improvements in forecasting customer understanding and improved actions by the team.

About this role

This is a role for a people-focused Customer Success leader to manage the team serving our long-tail customer base in NAMER LATAM and APAC on a 9-month contract basis (youll be giving our existing manager breathing room to go on parental leave!). Reporting to senior leadership youll coach a diverse team act as an escalation point for customers and drive and report out on revenue performance. We are also an organization in flux and there will be ample opportunities to support and influence strategic projects that will shape the teams future. Success in this role requires a balance of strategic thinking and hands-on execution with a passion for collaboration and team development.

What youll be doing

• Coach and manage the team of Customer Success Specialists in AMER and APAC who manage books of business of 400 accounts each.

• Serve as the point of escalation for customers hopping on calls to address concerns or assist with strategy.

• Effectively contribute to forecasting and drive high net-revenue retention rates in your segment with thousands of customers to achieve quarterly targets.

• Partner with Marketing and Sales leadership to evolve the cross-functional account expansion strategy in your segment and drive revenue.

• Use quantitative and qualitative analyses to identify opportunities to evolve and segment our customer journey and related lifecycle touchpoints and programming. While not responsible for the execution you will be responsible for shaping an opinion and advocating for the 1:M needs of your customers.

• Improve operational efficiency of your segment by surfacing gaps developing sound process recommendations and partnering with our Analytics Operations and Engineering teams to optimize technology and harness the power of Gainsight Salesforce & other tools.

• Act as the Voice of the Customer for this segment.

• Support senior customer success leadership on strategic projects as needed.

What youll have

• 5 years of customer success experience and 2 years leading a team in a similar capacity

• Been accountable to a revenue goal either as an individual contributor or in a leadership capacity

• Experience designing or influencing the design of scalable customer experiences

• Experience driving cross-functional projects and seeing them through to fruition

• A data-driven approach

• The ability to thrive in fast-paced ambiguous environments

• The cultural competence to work across and manage a diverse team

• Experience driving cross-sells among a high volume of customers (a plus)

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 Australia Benefits India Benefits Ireland Benefits Mexico BenefitsTurkiye Benefits & US Benefitspages 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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