Customer Success Operations Manager

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

This hybrid position requires two days per week in our Austin office.

About you 

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

About this role 

We are looking for a Customer Success Operations Manager to drive the effectiveness and efficiency of our Customer Success team. This role will report to the Director of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders.  The Customer Success Organization encompasses; Customer Success, Renewals, and Professional Services.

What you'll be doing

• Project Management: Drive cross functional projects, transformational projects, and change management projects in partnership with CS Leadership
• Gainsight Administration: Support the implementation, configuration, and continuous optimization of Gainsight to meet the needs of the Customer Success team. This includes creating and managing reports, dashboards, workflows, playbooks, and automations.
• Process Optimization: Design, document, and implement scalable processes that improve the effectiveness of the Customer Success team. Identify and streamline inefficient processes and ensure consistent use of systems and tools.
• Policy Documentation and Management:  Support the development, documentation and implementation of Customer success related policies
• Performance Metrics: Track, analyze, and report on Customer Success metrics, such as customer retention, product adoption, and churn rates. Ensure the CS team has the right metrics to monitor their success. Partner with our Data and Analytics team to provide actionable insights and analysis to the Customer Success team through data visualization and reporting.
• Customer Health Monitoring: Manage the customer health score frameworks within Gainsight, leveraging both qualitative and quantitative data to proactively identify at-risk customers and recommend strategies for intervention
• Training and Support: Provide ongoing training and support to the Customer Success team on tools, process and policies. Create training materials and best practice documentation.
• Cross-functional Collaboration: Partner with Sales, Marketing, Product, and Engineering teams to ensure alignment on customer success strategies and smooth integration of data across systems.

What you’ll have

• Experience: 5+ years of experience in Customer Success Operations, Customer Success Management, or a similar role
• Gainsight Expertise: 2+ years of experience administering Gainsight, including the ability to create workflows, dashboards, and customer health monitoring systems.
• Experience with SQL, BI tools, or similar.
• Prior experience in a SaaS environment.
• Tech-savvy: Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.
• Customer-centric Mindset: Passion for creating outstanding customer experiences and helping teams achieve that goal

About your Skills

• Process Improvement: Proven track record of improving and scaling customer success processes in a fast-paced environment.
• Cross-functional Collaboration: Experience working cross-functionally with teams such as Sales, Marketing, and Product.
• Project Management: Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.
• Communication: Excellent verbal and written communication skills, with the ability to present complex information in an understandable and actionable way.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here ar