Large Commercial 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 nearly 80 million learners and more than 17,000 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. Learn more about us on our company page.

 

Where we Work

Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Türkiye and other US locations (Denver and Austin).

This is an in-office position, requiring three days a week (Tuesday, Wednesday, Thursday) in the Denver, CO office and flexibility on Mondays and Fridays.

About your Skills

• Relationation Management: You have experience building and fostering trusted relationships, particularly with key stakeholders or decision-makers.

• Project & Time Management: Superior project management, time management and organizational skills; excellent attention to detail and ability to prioritize wisely

• Communication: Outstanding verbal and written communication skills

• Adaptability & Process Optimization: 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). 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 Commercial customers 

• 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 organization

• 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 

• 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 teamwork

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 t