Head of Americas Customer Success

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:

• Customer Success Strategy Development – Ability to design and implement scalable customer success strategies aligned with business objectives.

• Team Leadership & Development – Experience leading and developing high-performing CS teams, including frontline managers.

• Executive Stakeholder Management – Skilled in managing executive-level relationships internally and with enterprise customers.

• Customer Retention & Expansion – Proven ability to drive renewals, upsell, and cross-sell initiatives.

• Customer Advocacy & Relationship Building – Strong interpersonal skills to build trust-based relationships with customers.

• Process Optimization – Ability to scale processes to support a growing customer base efficiently.

• Sales & Product Alignment – Experience collaborating with Sales, Product, Marketing, and Support to ensure a seamless customer experience.

• Voice of the Customer (VoC) – Translate customer insights into actionable recommendations for internal teams.

• Enterprise SaaS Knowledge – Deep understanding of SaaS business models, preferably in tech, edtech, or learning & development.

• Change Management – Experience guiding customers through change, especially with new technologies or processes.

• Executive Presence – Confident communicator who can present at the C-level and influence senior stakeholders

About the Role:
Udemy is seeking a strategic and customer-obsessed Senior Director of Customer Success for the AMER region to lead and scale our Customer Success organization across North and South America. This is a critical leadership role responsible for driving retention, growth, and long-term customer outcomes across a diverse portfolio of enterprise and commercial customers.

As a key member of Udemy’s global Customer Success leadership team, you’ll set the vision for the region, lead a high-performing team of CS leaders, and collaborate cross-functionally to elevate the customer experience and business impact at scale. Your work will be instrumental in helping our customers unlock the full value of Udemy Business while contributing directly to the company’s growth strategy.

What You’ll Do:

• Lead the AMERS Customer Success Strategy: Own and evolve our regional CS strategy across Enterprise, Mid-Market, and Commercial segments ensuring alignment to key metrics including Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and adoption.

• Inspire and Develop High-Performing Teams: Lead and mentor a team of experienced CS leaders and ICs, building a culture of accountability, collaboration, and growth.

• Engage Strategically with Customers: Serve as a trusted advisor to senior stakeholders within our largest accounts and act as an executive sponsor where needed.

• Drive Cross-Functional Partnership: Partner with Sales, Product, Marketing, Renewals, and Professional Services to drive seamless customer experiences and measurable outcomes.

• Champion Operational Excellence: Identify and address process gaps, scale best practices, and leverage insights to optimize the customer journey and maximize CS impact.

• Represent the Customer Voice: Advocate for customer needs across the business and influence roadmap decisions with a deep understanding of customer value and goals.

• Contribute to Global CS Leadership: Collaborate closely with counterparts in EMEA and APAC, bringing a regional perspective to global initiatives and helping define what world-class CS looks like at Udemy

What You'll Have: 

• 10+ years of experience in Customer Success, Account Management, or a related customer-facing function, ideally in SaaS or EdTech

• 5+ years of people leadership with a track record of building, managing, and scaling high-performing teams

• Experience leading Customer Success across multiple customer segments, including large enterprise

• A strong background in retention, expansion, and customer lifecycle management

• Executive presence and confidence engaging with VP and C-level stakeholders

• Demonstrated commercial acumen and success working closely with Sales to drive customer and revenue growth

• Analytical mindset with experience using data to inform decisions and guide strategy

• A builder’s mentality, comfortable with ambiguity and passionate about solving problems and scaling impact

• Deep collaboration skills and a proven ability to influence cross-functional
  
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