About this role
We are looking for an Enterprise Customer Success Manager to partner with our largest customers post-sale to maximize the value our customers achieve with Udemy Business and ensure customer retention, satisfaction, and growth.
What you'll be doing
- Proactively own and manage the success of a portfolio of 20-25 enterprise-level Udemy Business customers
- Develop individual success plans for each customer to ensure Udemy Business adoption, expansion and loyalty across your portfolio of customers
- Consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization;
create and implement internal promotion programs within customer organizations to generate awareness and drive usage of Udemy Business
- Build and maintain trusted advisor relationships at the executive level
- Partner with Sales and Renewals Management to develop an account strategy for each Enterprise customer to hit retention and upsell targets
- Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.
What you’ll have
- Bilingual (English and French required, as you will be supporting our French Canadian customer base)
- 7+ years of B2B SaaS customer success, account management, consulting and / or sales experience working with large, enterprise-level accounts (>
$150K ACV)
- Ability to build and nurture trusted relationships; experience working with HR / L&D customers
- Ability to identify, work and close complex deals
- Experience developing strategies to increase the adoption of non-compliance technology solutions
- Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)
- Experience deploying min >
1K licenses within a large organization
Successfully managed multi-product solutions
We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company.
Even if you think your background might not perfectly align, we'd love to hear from you!
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