Strategic Customer Success 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.

Hybrid work

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in the office at the nearest hub. Learn more about us on our company page.

About your skills

• Strategic Relationship Building and Account Management: The ability to establish and maintain trusted relationships with executive stakeholders and decision-makers, manage a portfolio of enterprise-level customers, and develop tailored account strategies. This skill is essential for achieving high retention rates and driving revenue expansion through cross-sell and upsell opportunities.

• Cross-Functional Collaboration and Communication: Proficiency in collaborating with teams such as Sales, Professional Services, Marketing, Product, and Data Science. This involves effectively translating customer feedback into product requirements, and developing strategic account plans. Strong communication skills are vital for coordinating efforts and delivering thought leadership.

• Customer-Centric Problem Solving and L&D Strategy Consulting: Expertise in understanding and consulting on learning and development (L&D) strategies, guiding customers to drive organizational change, and solving complex problems. This skill requires curiosity, adaptability, and innovation to meet customer needs and enhance platform adoption.

• Data-Driven Decision-Making and Process Optimization: Ability to use customer insights and data to inform decisions, improve customer experiences, and optimize retention and adoption rates. This skill also involves creating scalable processes and materials for both internal teams and customers to support efficient operations and team growth.

​These skills reflect the combination of relationship management, strategic insight, data proficiency, and collaborative effort needed to thrive in this role.

About this role

The Strategic CSM will engage with customers from pre-sales team selling through post-sales implementation, adoption, and expansion. The Strategic CSMs manage a book of 8 - 10 customers and a total book of at least $6.5M ARR. Critical metrics include GRR, expansion, and exective engagement.

What you’ll be doing  

• Proactively own and manage the success of a portfolio of high-potential Strategic enterprise-level Udemy Business (UB) customers and develop individual success plans for each customer.

• Be an expert on the UB Platform, with a deep understanding of our technology and content and consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization.

• Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UB.

• Engage customers via high-quality thought leadership delivered in presentations, written documents, and face-to-face engagements

• Build and maintain trusted advisor relationships at the executive level and partner with Sales to develop an account strategy for each Enterprise customer to hit retention and upsell targets

• Develop an appropriate customer experience for high-value customers that increases likelihood of retention, cross-sell, and upsell.

• This role requires deep cross-functional partnership across mutliple departments and levels within Udemy

• Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of the Strategic Customer Success team. In particular, create a blueprint for success of future Growth-focused roles on the Strategic Customer Success team.

• Deep research for understanding of all customer’s business objectives and industry objectives