Strategic Customer Success Manager

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in the office at the nearest hub. Learn more about us on our company page.

About this role

The Strategic CSM will engage with customers from pre-sales team selling through post-sales implementation, adoption, and expansion. The Strategic CSMs manage a book of 8 - 10 customers and a total book of at least $6.5M ARR. Critical metrics include GRR, expansion, and executive engagement.

What you’ll be doing

1. Proactively own and manage the success of a portfolio of high-potential Strategic enterprise-level Udemy Business (UB) customers and develop individual success plans for each customer.
2. Be an expert on the UB Platform, with a deep understanding of our technology and content and consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization.
3. Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UB.
4. Engage customers via high-quality thought leadership delivered in presentations, written documents, and face-to-face engagements.
5. Build and maintain trusted advisor relationships at the executive level and partner with Sales to develop an account strategy for each Enterprise customer to hit retention and upsell targets.
6. Develop an appropriate customer experience for high-value customers that increases likelihood of retention, cross-sell, and upsell.
7. This role requires deep cross-functional partnership across multiple departments and levels within Udemy.
8. Own the creation of internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Strategic Customer Success team.
9. Deep research for understanding of all customer’s business objectives and industry objectives.

What you’ll have

1. Intensely curious, lifelong learner with 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts.
2. At least 2 years of experience working with Fortune 500 and industry-leading organizations with demonstrated success in retaining large customers (> $250k ARR) and growing customers (multiple examples of upsell/expansion over $200k).
3. Experience working with HR/L&D customers.
4. Ability to build and nurture trusted relationships and ability to identify, work and close complex deals.
5. Experience developing strategies to increase adoption of technology solutions.
6. Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.).
7. Outstanding verbal and written communication skills and superior project and time management skills; excellent attention to detail.
8. Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes.

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits, equity and uncapped OTE.

Base Salary Compensation Range

$130,000 - $162,000 USD

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