Customer Engagement 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.

About you

You're ambitious and love driving high-visibility, high-impact projects. You're an active listener, an excellent communicator, and a determined person who thrives in a collaborative learning environment like ours. You're ready for a challenge and can execute thoughtful strategy and quality work.

About this role 

As a Customer Engagement Manager for the Udemy Business Leadership Academy (UBLA), you will support the development of a new function in the business. You will serve as a strategic advisor and trusted source of support to our customers by helping them plan their leadership development strategies, deploy new programs, and measure progress. You will ensure that we deliver learning experiences that enable our customers to achieve their business outcomes. In addition, you will be responsible for expanding our relationships across customer organizations. The growth of these relationships is critical to the success of our business.

What you'll be doing

• Act as the primary point of contact for a portfolio of corporate customers, achieving targets for account satisfaction, retention, and growth
• Cultivate and maintain strong relationships with learning champions and executives at customer organizations by conducting needs assessments, understanding their business objectives, and recommending tailored solutions
• Oversee project management of programs, addressing concerns proactively and ensuring timely delivery, quality, and adherence to customer expectations
• Coordinate internal resources, including instructional designers, facilitators, and technical support teams, to meet project goals
• Regularly meet with customers to share program performance data, including learner engagement metrics, survey results, thematic insights, moderator feedback, and business impact
• Create and implement promotional messaging and activities to generate program awareness and drive learner adoption
• Partner with sales to develop account strategies, identify upsell opportunities, and extend relationships
• Be an expert on the UBLA program, with a deep understanding of our technology, leadership development content, and approach to online cohort learning

What you’ll have

• Proven experience in a customer success, sales, or engagement management role, with a strong preference for experience in a leadership development, consulting, or education-focused environment
• Strong interpersonal and communication skills, with the ability to build rapport with senior executives and key stakeholders
• Demonstrated ability to analyze client needs, propose solutions, and oversee the successful implementation of projects
• Ability to leverage data to inform program strategy and positioning within customer organizations
• Experience developing strategies to increase adoption of products or programs, ideally within a B2B context
• Familiarity with leadership development strategies, curriculum, and language
• Ability to adapt quickly and build sustainable processes in an early stage environment 
• Love for cross-functional teamwork and commitment to building a world-class, enterprise-level global customer experience together

About your Skills

• Executive presence and influence skills: You have an ability to convey information clearly, actively listen, and ask the kind of questions that will help diagnose and effectively address issues. You have strong business acumen and are able to co-design potential solutions with leaders at organizations of all sizes.
• Relationship development: You develop internal and external relationships effectively up, down, and across the organization and are able to strategically use these relationships to help move your work forward.
• Learning needs analysis: You are able to recommend learning programs, develop measurement strategies, analyze program data, present findings, and provide feedback or recommendations to improve learning engagement strategies.
• Cross-functional Collaboration: You work effectively with internal operations, sales, marketing, and support teams to plan and deliver programs, report on progress, respond to organizational and learner needs, and enhance the overall customer experience.

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