Uncubed

Enterprise Customer Success Manager

Udemy, Ireland, Dublin

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ABOUT UDEMY FOR BUSINESS
At Udemy, we believe anyone can build the life they imagine through online learning. Today, more than 20 million students around the world are advancing their careers and passions by mastering new skills on Udemy. Through our global marketplace, we connect lifelong learners around the world to the largest selection of online courses created by expert instructors, and we’re just getting started.

Udemy for Business (UFB), is Udemy’s enterprise offering.  Our mission is to help employees do whatever comes next. We’re helping companies like PayPal, Lyft, Booking.com, Capgemini, and Century 21 to solve the critical skills gap that teams increasingly face, whether it’s the latest technical skills, marketing & sales, leadership soft skills, and more. And we’re just getting started.

Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.

Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative

How We Do It
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy for Business) and in turn, ensure they meet their business goals.

We love people! We build relationships with learning champions and executives. We can’t wait to get onsite with customers. Internally, our team is close and loves to collaborate. We also put a ton of effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales.

We are revenue driven. We own renewals and get excited when we identify an upsell opportunity. Our partnership with Sales is tight, and we share a joint passion for meeting and exceeding our goals.

We like going deep and wide. We aren’t yes people, order takers, or ticket triagers. We talk to our customers regularly and aren’t afraid of getting our hands dirty. We use our consultative mindset to help our customers plan their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.

Key Responsibilities

  • Proactively own and manage the success of a portfolio of enterprise-level Udemy for Business (UFB) customers
  • Develop individual success plans for each customer to ensure UFB adoption, expansion and loyalty across your portfolio of customers
  • Be an expert on the UFB Platform, with a deep understanding of our technology and content
  • 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 UFB
  • Build and maintain trusted advisor relationships at the executive level
  • Partner with Sales to develop an account strategy for each Enterprise customer to hit retention and upsell targets
  • Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.
  • Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
  • Partner with marketing to develop customers for case studies and media opportunities
  • Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

Qualifications

  • BA or BS degree
  • 5-8 years of B2B SaaS customer success, account management or consulting experience working with large, enterprise-level accounts (> $100k ACV)
  • Experience working with HR/L&D customers would be a plus, but not required


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About Udemy

Enriching lives Udemy is a global marketplace for learning and teaching online where students are mastering new skills and achieving their goals by learning from an extensive library of over 55,000 courses taught by expert instructors.

Want to learn more about Udemy? Visit Udemy's website.