Emerging Enterprise 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.

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

About you 

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

We’re looking for an innovative, strategic customer success associate to manage a book of business of Enterprise (organizations with 1,000+ employees) accounts who have purchased Udemy Business for small-to-medium sized teams and departments. Reporting to the Manager of Emerging Enterprise Customer Success, you’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion. You’re excited to be a pioneering member of this brand new team and to have the opportunity to help us shape the role and our engagement model. 

You’re passionate about supporting customers. You’re not just interested in keeping them at a baseline of health that keeps clients renewing--you want them to thrive and love Udemy Business enough to expand. You have experience working with large customers and understand the complexities of working with different stakeholder groups. You know, how to operate within complex organization structures, and have a good understanding of how these businesses think about ROI. You are flexible and creative enough to leverage both high-touch and 1-to-many strategies (webinars, lifecycle email campaigns, etc.) to serve your customers. You are data driven, love partnering with sales and enjoy creating scalable solutions. 

As part of the foundational Emerging Enterprise Customer Success Team, you will help develop the strategy for how to support Enterprise clients in this customer tier. You’ll become the expert on the unique needs of this segment and how to best support them, sharing your insights across teams like Marketing, Product, and the wider Enterprise Customer Success department. 

What you'll be doing

• Manage a book of approximately 150 Enterprise customers (1k+ employees) who have a contract quantity of 200 licenses or less - many of these customers will be teams or departments inside larger organizations. 
• 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
• You will leverage data, insights and tools to effectively prioritize your book of business and to inform what action you take with specific accounts. 
• You will partner with Sales to identify high value accounts and will work with them to identify new contacts and use cases that may be relevant to our relationship 
• You will own the retention and expansion of the accounts in partnership with the RM & Sales team.
• Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments 
• Build relationships and develop champions inside your customer accounts.
• Based on what you learn, you will contribute to the development of communications programming and customer lifecycle playbooks specifically tailored for the Enterprise experience of small-to-medium sized teams or departments; working with our Gainsight administrator and/or Marketing team to bring them to life
• Work collaboratively with the Enterprise Customer Success Department to ensure your strategies create a cohesive customer experience throughout the Enterprise Customer Success vertical 
• Be an expert on the UB Platform with a deep understanding of our technology and content
• Surface customer requests and help translate customer feedback into product requirements
• Collaborate as needed with our Finance team to support customers’ payment, billing, and invoicing needs

What you’ll have 

• 3+ years of customer success experience in B2B SaaS organizations, or 2+ years working with Enterprise clients in B2B SaaS organizations
• Proven experience identifying, nurturing, and successfully expanding existing customer accounts 
• Been accountable to a revenue goal 
• Superior project management, time management and organizational skills