Manager, Scaled Customer Success

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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. 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 don't micro-manage, but you do roll up your sleeves, ride shotgun on calls, and develop a strong sense of each person's abilities.

• Strategic Thinking & Cross-Functional Collaboration: You'll 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 you're 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 don't) 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 (you'll be giving our existing manager breathing room to go on parental leave!). Reporting to senior leadership, you’ll 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 team's future. Success in this role requires a balance of strategic thinking and hands-on execution, with a passion for collaboration and team development.

 

What you’ll 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 you’ll 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 in