Large 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 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 a remote position (East Coast Preferred).
About your skills
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Strategic Mindset: Ability to think critically and creatively about long-term goals, analyze complex information, adapt strategies to changing conditions, and collaborate effectively to drive sustainable success and innovation.
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Project Management: Be a trusted advisor by providing superior project and time management abilities, with strong attention to detail, allowing for effective handling of multiple priorities.
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Communication & Collaboration: Exceptional verbal and written communication skills that foster clear interactions and effective teamwork with clients and colleagues.
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Resourcefulness: Ability to quickly adapt in a fast-paced environment while creatively finding solutions and contributing to sustainable processes that enhance a world-class global customer experience.
About the Role
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.
What you'll be doing
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Proactively manage a portfolio of enterprise-level Udemy Business (UB) customers, prioritizing retention and expansion through tailored engagement strategies and individualized success plans.
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Serve as a subject matter expert on the UB Platform, guiding customers in their learning and development strategies to foster organizational growth and transformation.
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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.
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Collaborate with Sales to create account strategies focused on retention goals, upsell opportunities, and onboarding new customers, ensuring successful project management and continuous support.
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Design and launch internal promotion programs to increase awareness and drive engagement with UB within customer organizations.
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Establish a feedback loop with product management to relay customer requests, ensuring alignment of product development with customer needs and expectations.
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Work with the marketing team to identify case study opportunities and develop customers as advocates through media exposure.
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Develop and refine internal and customer-facing processes, programs, and resources to drive efficiency and enhance the effectiveness of the Customer Success team.
What you’ll have
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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.
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Demonstrated ability to cultivate and maintain trusted relationships with clients to foster long-term partnerships.
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Proven capability to identify, negotiate, and successfully close complex deals that align with customer needs.
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Experience in formulating and implementing strategies to enhance the adoption and utilization of technology solutions.
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Fundamental understanding of customer integration concepts, including Single Sign-On, APIs, and feature customization.
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:
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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.
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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.
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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.
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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, Ireland Benefits & Turkiye 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.
Average salary estimate
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Udemy, listed as UDMY on Nasdaq, is a global learning platform that offers flexible, effective skill development to empower individuals and organizations through a vast marketplace of up-to-date courses in multiple languages.
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