Enterprise Customer Success Manager

Where we Work

Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Türkiye and other US locations (Denver and Austin). This is an in-office position, requiring three days a week (Tuesday, Wednesday, Thursday) in the office and flexibility on Mondays and Fridays.

 

About your Skills

• Critical Thinking - Your curiosity drives you to uncover core issues, enabling you to provide true solutions rather than surface-level fixes. You analyze and evaluate information objectively, consider multiple perspectives, and make reasoned judgments, demonstrating adaptability and a growth mindset in the face of change.

• Problem-solving - Your problem-solving prowess is evident in your ability to tackle challenges head-on. You don't shy away from obstacles; instead, you deconstruct them into manageable parts and methodically develop effective solutions. Your analytical nature allows you to navigate complexity with ease, ensuring that every problem is met with a well-considered response.

• Strategic Planning - Your strategic planning skills are a testament to your foresight and organizational acumen. You excel in crafting detailed plans and roadmaps that align with organizational objectives. By anticipating future trends and potential hurdles, you ensure that your strategies are not only aligned with the overall vision but are also adaptable to changing circumstances.

• Leadership - Your leadership capabilities shine through in your ability to inspire and motivate those around you. You foster a collaborative environment where teamwork thrives, and you align your team towards a shared strategic vision. Your influence extends beyond direction; you cultivate an atmosphere of trust and mutual respect, driving collective success.

• Business Acumen - Your business acumen reflects a deep understanding of how companies operate and thrive. You possess an intricate knowledge of financial, operational, and marketing aspects, allowing you to make informed decisions that drive success. Your awareness of market trends and the competitive landscape positions you as a strategic thinker who navigates the business environment with confidence.

 

About this role

 

We are looking for an Enterprise Customer Success Manager to partner with our mid sized business customers post-sale to drive adoption and ensure customer growth and retention. As an Enterprise Customer Success Manager, you will work closely with customers to execute learning strategies and drive product adoption to help our customers achieve their most important business outcomes. Managing a portfolio of up to 30 accounts, you’ll provide high-touch support to your largest customers and focus on improving account health and mitigation risk across your book of business.

 

What you'll be doing:

• Manage a portfolio of up to 30 accounts with a mix of high-touch and digital touch across your book of business.

• Launch and train new customers, ensuring smooth onboarding and platform adoption. 

• Create and implement internal promotion programs within customer organizations to drive awareness and usage.

• Build and maintain executive-level relationships as a trusted advisor.

• Provide expert consultation and work with customers to develop their internal learning strategy to achieve their customers’ most important business outcomes.

• Identify expansion opportunities and risk across your accounts to ensure high retention rates.

 

What you’ll have

• 4-5+ years of B2B SaaS customer success, account management, consulting and/or sales experience

• Experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts

• Experience working with HR/L&D customers would be a plus, but not required

• Ability to travel up to 30% to facilitate in-person Partnership Planning Workshops, Executive Business Reviews, strategic planning meetings, or customer events.

 

Posting Date: February 10th, 2025

Application Window: We anticipate the application window will be open until February 27th, 2026. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.

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Udemy, Inc. is an education technology company, founded in May 2010 by Eren Bali, Gagan Biyani, and Oktay Caglar. It is based in San Francisco, California, United States, with hubs in Denver, Colorado; Dublin, Ireland; Austin, Texas; Melbourne, Australia; İstanbul, Turkey, and Gurgaon, India.