Enterprise Customer Success Manager

Udemy•Denver, CO

1d•Hybrid

About The Position

As a Large Enterprise Customer Success Manager, you excel at partnering with valued customers post-sale to ensure their successful adoption of Udemy Business and help them achieve their goals. You build strong relationships with learning champions and executives, thrive on engaging with customers on-site, and prioritize collaboration across departments like Marketing, Product, and Sales. Driven by revenue, you take ownership of renewals and actively pursue upsell opportunities, sharing a commitment to exceed goals with the Sales team. Using a consultative mindset, you engage deeply with customers to help them plan learning strategies, deploy programs, and measure success, leveraging your creativity and experience to delight and engage our rapidly expanding customer base.

Requirements

5-8 years in B2B SaaS customer success, account management, consulting, or sales, specifically with enterprise-level accounts (>$150k ACV) and HR/L&D customers.
Demonstrated ability to cultivate and maintain trusted relationships with clients to foster long-term partnerships.
Proven capability to identify, negotiate, and successfully close complex deals that align with customer needs.
Experience in formulating and implementing strategies to enhance the adoption and utilization of technology solutions.
Fundamental understanding of customer integration concepts, including Single Sign-On, APIs, and feature customization.

Responsibilities

Proactively manage a portfolio of enterprise-level Udemy Business (UB) customers, prioritizing retention and expansion through tailored engagement strategies and individualized success plans.
Serve as a subject matter expert on the UB Platform, guiding customers in their learning and development strategies to foster organizational growth and transformation.
Grow and maintain trusted relationships at the executive level, positioning yourself as a valued advisor on learning and development strategy, and establish an Executive Business Review cadence.
Collaborate with Sales to create account strategies focused on retention goals, upsell opportunities, and onboarding new customers, ensuring successful project management and continuous support.
Design and launch internal promotion programs to increase awareness and drive engagement with UB within customer organizations.
Establish a feedback loop with product management to relay customer requests, ensuring alignment of product development with customer needs and expectations.
Work with the marketing team to identify case study opportunities and develop customers as advocates through media exposure.
Develop and refine internal and customer-facing processes, programs, and resources to drive efficiency and enhance the effectiveness of the Customer Success team.

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.
AI is real here.
We use it in the way we learn and the way we work.
You’ll own your work.
We trust people to lead, make decisions, and follow through.
You’ll build with others.
We collaborate openly and shape ideas together.
You’ll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward.
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.