Growth Enterprise Customer Success Manager

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped nearly 80 million learners and more than 17,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. Learn more about us on our company page.

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.

About this role

We are looking for a Growth Enterprise Customer Success Manager to partner with our mid sized business customers post-sale to drive adoption and ensure customer growth and retention. As a Growth 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 50 accounts, you’ll provide high-touch support, collaborate on expansion strategies, and develop individualized success plans.

What you'll be doing:

• Manage a portfolio of up to 50 accounts with proactive, high-touch support throughout the customer journey.
• 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.
• Develop and execute account expansion strategies in collaboration with Sales partners, focusing on upselling to meet retention and upsell targets.

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.

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!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability.

Our Benefits Start with U

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 US Benefits and Ireland 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.

Information regarding data privacy is available within the Udemy Careers Privacy Notice.