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.

Are you the next Strategic Customer Success Manager we're looking for?

We’re searching for a seasoned and passionate Strategic Customer Success Manager to join our growing team. If you're an expert in building long-term, strategic relationships with senior executives at Fortune 500 companies, and you thrive in a collaborative, fast-paced environment, this is the role for you!

What we’re looking for:

• 7-8 years of experience in B2B SaaS customer success, account management, or consulting.

• A proven track record of successfully engaging with senior executives at large organizations to drive customer retention, satisfaction, and business growth.

• Ability to develop strong, mutually beneficial relationships with high-value customers to help them achieve their business goals and outcomes.

• Experience in collaborating with internal teams to address customer needs, and a knack for identifying growth opportunities that bring measurable results.

• Expertise in working with professional services to optimize the time-to-value for new and expanding accounts.

What you’ll be doing:

• Proactively build and nurture relationships with strategic accounts, diving deep into their business objectives, challenges, and growth opportunities.

• Serve as the primary point of contact for your accounts, ensuring that customer expectations are not only met but exceeded.

• Develop and refine tailored success plans that focus on maximizing adoption, retention, and expansion while delivering valuable outcomes.

• Own the onboarding process for new and expanding customers, ensuring a seamless transition to our products and services.

• Gain a comprehensive understanding of Udemy’s offerings and effectively communicate their value to customers.

• Turn happy customers into brand advocates, generating testimonials, case studies, and referrals to support sales and marketing efforts.

• Consult with customers on their learning and development strategy, challenging them to drive positive organizational change.

• Spot and create opportunities for account expansion and identify upsell potential to ensure continuous customer success.

• Leverage data insights to track account health and identify trends, using this information to inform strategic decisions.

• Collaborate cross-functionally with teams like Sales, Marketing, Professional Services, Product Development, and Support to deliver a unified, customer-centric experience.

Your first 90 days:

In your first month, you will:

• Complete structured new-hire onboarding and become familiar with all key resources.

• Partner with your mentor to receive hands-on, role-specific training.

• Meet with your manager to define success in your role and set clear expectations.

• Get to know the internal teams that will support your efforts and understand their roles.

• Begin developing your book of business alongside your manager.

By the end of the next 60 days, you will:

• Feel confident and ready to take on your first customer engagements.

• Continue learning with your mentor and ramp up your knowledge and expertise.

• Establish strong partnerships with Account Executives, aligning on account strategies and growth initiatives.

• Take full ownership of your book of business and be proficient in using our systems and tools to manage customer relationships.

• Participate in customer meetings, including executive-level business reviews, and be able to clearly articulate the value of Udemy’s solutions.

About the Team: This role reports to the Manager of the Strategic Customer Succ