Customer Success Specialist, Pooled

Udemy•Denver, CO

7d•$70,000 - $87,000•Onsite

About The Position

Join Udemy. Help define the future of learning. Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact. Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead. Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. Learn more about us on our company page. Where we Work Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays. About Your Skills Consultative customer service: You excel at diagnosing customer needs and blockers, providing appropriate solutions, and driving toward mutual accountability for action that enhances overall engagement and value. You think critically as you prepare for every call and are quick on your feet live. You meet customers where they are to demonstrate success in terms they value, can coach toward ROI and business impact, helping customers realize the full potential of their investment in Udemy's learning solutions. Revenue protection: You are passionate about enhancing customer satisfaction and success with products and services to reduce churn and increase expansion opportunities. You have sharp business acumen and are consistently great at proactively identifying risks and opportunities. You are acutely aware of the relationship between successfully leading customers toward their desired learning objectives and revenue outcomes. Tech-forward, systems-minded: You don’t limit your thinking to how to deliver outcomes for customers via conversation; you also lean into innovative, technical solutions to help scale success. You gravitate toward AI, scalable systems, processes, and self-serve solutions to support customer outcomes. Data-driven: Whether you’re preparing for a customer value review or building out a playbook that can impact thousands of customers, data is at the center of shaping how you learn about customers, how you make recommendations for what happens next, and how you prove impact. About This Role 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

Benefits

You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve.
In addition to a base salary, this role is also eligible for equity and a bonus.
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most.
Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer.
For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.

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