Customer Success Manager, Pooled (French-Speaking)

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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 Türkiye. 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

Consultative customer service: You excel at diagnosing customer needs and blockers providing appropriate solutions and driving toward mutual accountability for action that enhances overall engagement and value. You think critically as you prepare for every call and are quick on your feet live. You meet customers where they are to demonstrate success in terms they value can coach toward ROI and business impact helping customers realize the full potential of their investment in Udemys learning solutions.

Revenue protection: You are passionate about enhancing customer satisfaction and success with products and services to reduce churn and increase expansion opportunities. You have sharp business acumen and are consistently great at proactively identifying risks and opportunities. You are acutely aware of the relationship between successfully leading customers toward their desired learning objectives and revenue outcomes.

Tech-forward systems-minded: You dont limit your thinking to how to deliver outcomes for customers via conversation; you also lean into innovative technical solutions to help scale success. You gravitate toward AI scalable systems processes and self-serve solutions to support customer outcomes.

Data-driven: Whether youre preparing for a customer value review or building out a playbook that can impact thousands of customers data is at the center of shaping how you learn about customers how you make recommendations for what happens next and how you prove impact.

About This Role

As a Customer Success Manager for our Pooled customer service segment (French-speaking markets) you will be responsible for executing consultative sessions that drive engagement prove value and protect revenue for customers in both French and English-speaking our inaugural year for a Pooled service model you will have the opportunity to design test and iterate with leadership. This role offers access to work with diverse customers across various industries and countries in EMEA helping Udemy deliver learning outcomes and business impact through our platform. You will play a critical role in driving customer retention expansion and advocacy within the region.

What Youll Be Doing

• Execute on engagement sessions and support our French and English-speaking customers ensuring they derive concrete value from every touchpoint with us in support of their learning and business outcomes
• Ensure that we are looking around corners to mitigate risk and identify opportunities with each customer interaction
• Collaborate effectively with cross-functional teams such as Sales Renewals and Support to drive revenue outcomes and improve the customer experience
• Work with leaders in support of our digital and programmatic strategies. You will pattern match and make recommendations for how we iterate on key milestone meeting offerings and design playbooks for the broader Pooled Customer Success team.
• Analyze customer usage data and engagement metrics to proactively identify at-risk accounts and expansion opportunities.
• Advocate for customer needs internally and provide feedback to Product

What Youll Have

• • Fluency in French and English
  • 3 years of experience in customer success account management or client-facing roles preferably in SaaS or technology
  • Proven ability to deliver value to customers in consultative settings and work through ambiguity and/or absence of robust client information
  • Strong analytical skills with experience using data to drive decisions and identify trends and recommend and execute on scalable solutions
  • Experience with CRM systems and customer success platforms
  • Strong communication and presentation skills both written and verbal
  • Consistent discipline around data hygiene and documentation of customer interactions
  • Results-oriented mindset with a track record of meeting or exceeding customer success metrics

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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