Large Commercial Customer Success Manager

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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

• Ability to build and nurture trusted relationships with decision-makers

• Superior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wisely

• Outstanding verbal and written communication skills

• A data-driven approach and the ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes

About this role 

We’re looking for an innovative Customer Success Manager to manage a book of business of Commercial customers (organizations with up to 1,000 employees) in EMEA. This new role leverages automated life-cycle communication to allow a focus on strategic one-on-one 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 data-driven solutions and are eager to collaborate across teams to enhance customer experience and drive business outcomes. You’re 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 you'll be doing: 

• Manage a book of approximately 60-70 large Commercial customers across the EMEA region

• Be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch 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 mid-sized customers who have purchased Udemy Business for teams or for their whole organisation

• 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 cross-functional teams and your leadership team

• Own the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

What you’ll have 

• Language fluency in Italian and English, with additional language capabilities in French and / or Spanish preferred

• 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 teamwor