Customer Success Specialist, Pooled
About The Position
As a Customer Success Manager for our Pooled customer service segment, you will be responsible for executing consultative sessions that drive engagement, prove value, and protect revenue. In our inaugural year for a Pooled service model, you will have the opportunity to design, test, and iterate with leadership. This role offers access to work with diverse customers across various industries and countries in North America, helping Udemy deliver learning outcomes and business impact through our platform. You will play a critical role in driving customer retention, expansion, and advocacy within the region.
Requirements
- 3+ years of experience in customer success, account management, or client-facing roles, preferably in SaaS or technology
- Proven ability to deliver value to customers in consultative settings and work through ambiguity and/or absence of robust client information
- Strong analytical skills with experience using data to drive decisions and identify trends, and recommend and execute on scalable solutions
- Experience with CRM systems and customer success platforms
- Strong communication and presentation skills, both written and verbal
- Consistent discipline around data hygiene and documentation of customer interactions
- Results-oriented mindset with a track record of meeting or exceeding customer success metrics
Responsibilities
- Execute on engagement sessions and support our North America customers, ensuring they derive concrete value from every touchpoint with us in support of their learning and business outcomes
- Ensure that we are looking around corners to mitigate risk and identify opportunities with each customer interaction
- Collaborate effectively with cross-functional teams such as Sales, Renewals, and Support to drive revenue outcomes and improve the customer experience
- Work with leaders in support of our digital and programmatic strategies. You will pattern match and make recommendations for how we iterate on key milestone meeting offerings, and design playbooks for the broader Pooled Customer Success team.
- Analyze customer usage data and engagement metrics to proactively identify at-risk accounts and expansion opportunities.
- Advocate for customer needs internally and provide feedback to Product
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
