Vice President, Customer Experience Strategy & Operations

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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 they’re picking up something new or leveling up to stay ahead.

Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. 

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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.

We’re on a mission to prepare the global workforce for the future by helping organizations reskill and thrive in the age of AI. Our Customer Experience (CX) team is at the heart of this mission—partnering with customers to deliver lasting outcomes through success, services, support, and renewals.

We value collaboration, transparency, and customer impact. We believe in cross-functional problem solving, open feedback loops, and shared success. If you’re energized by building systems that scale and teams that thrive together, we want to hear from you.

 

About your skills

• Strategic thinking: demonstrates exceptional strategic thinking capabilities, consistently looking beyond day-to-day operations to envision future possibilities and opportunities.

• Data-Driven Decision Making: Proficient in analyzing and utilizing data to inform CX strategies, with strong analytical skills and experience in SaaS-specific metrics.

• Change Management: Skilled in implementing processes and technologies in a public SaaS environment, managing stakeholder buy-in and driving adoption.

• Leadership & Team Development: Proven ability to build, mobilize, and lead high-performing teams, with a focus on fostering engagement, growth, and accountability.  Strong cross-functional leadership demonstrating a high degree of EQ and empathy for all stakeholders.

   

About this role

We are seeking a collaborative and strategic VP of Strategy & Operations to lead and scale our post-sales engine. This role supports the functions of Customer Success, Renewals, Professional Services, and Support, and is critical to shaping what “great” looks like across the entire customer lifecycle—from onboarding through adoption to renewal and expansion.

You’ll be responsible for building the systems, programs, and digital journeys that ensure consistency, quality, and efficiency in how we deliver value to customers. Your team will focus on the Metrics that Matter and help the org make data-based business decisions. You’ll champion cross-functional alignment, unlock the power of AI and automation, and ensure our teams are equipped with the playbooks, tools, reports, and insights they need to succeed.

 

What you’ll be doing  

 

Strategy & Vision:

• Define and execute the post-sales strategy in close alignment with the Chief Customer Experience Officer and key stakeholders including Sales and Product.

• Shape a unified customer lifecycle vision—from onboarding to renewal—with clear success metrics at every stage.

• Serve as a strategic advisor to the C-Suite on growth, retention, and customer experience initiatives.

 

​Playbook & Program Development:

• Design and operationalize customer lifecycle playbooks that define "what good looks like" at each stage (onboarding, adoption, value realization, support, renewal).

• Partner with functional leaders to implement and continuously improve these playbooks based on customer feedback and outcomes.

• Build frameworks for segmentation, health scoring, journey mapping, and proactive engagement.
   

Enablement & Collaboration:

• Build and lead an enablement engine for all post-sales roles, focusing on onboarding, skills development, and best practice sharing.

• Foster strong partnerships across Sales, Product, and Marketing to ensure seamless handoffs and coordinated customer messaging.

• Pr