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.

JOB DESCRIPTION
We are looking for an Enterprise Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.

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
  • Intensely curious, lifelong learner
  • 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts (> $100k ACV)
  • Experience working with HR/L&D customers
  • Ability to build and nurture trusted relationships
  • Ability to identify, work and close complex deals
  • Experience developing strategies to increase adoption of technology solutions
  • Basic understanding of concepts related to customer integrations (e.g,, Single Sign-On, APIs, feature customization, etc.)
  • Outstanding verbal and written communication skills
  • Superior project and time management skills; excellent attention to detail
  • Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
  • Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together


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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.