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Udemy

Enterprise Customer Success Manager

Hinganghāt, India

Our mission is to create new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world. 
We enjoy problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. 

Udemy’s culture fosters inclusion and belonging and encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adopt our product (Udemy for Business) and in turn, ensure they meet their business goals.

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We love people! We build relationships with everyone across our customers. We look to build learning champions across an organisation and ensure the outcomes executives expect are delivered. We look forward to the time when we are able to get onsite with our customers again. For now, it’s with zoom and other technology-based mediums.  

Our APAC team is close and loves to collaborate. We put a ton of effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales. 

We are revenue-driven. We own renewals and get excited when we identify an upsell opportunity. Our partnership with Sales is tight, and we share a joint passion for meeting and exceeding our goals. Everyone in Customer Success is team first.   We like going deep and wide. We aren’t yes people, order takers, or ticket triggers. We talk to our customers regularly and aren’t afraid of getting our hands dirty. We use our consultative mindset to help our customers deliver their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.

We value our culture and how we go about doing our work more than anything. Has this piqued your interest? Let us introduce you to Marlon Herft the Udemate this person reports to.  Marlon is a well-tenured APAC executive in achieving growth, customer success and retention. Marlon brings high energy, strategic and customer mindset, always aligned to Udemy’s values. He is a  transparent leader, with a team-first approach and a bias for action.


What success looks like at Udemy - In the first month you will:

  • Have a good understanding of how Udemy for Business functions and how it operates within Udemy at large.

  • Be able to demo the product to customers, and you will be able to train new administrators. You will demo to the team at the end of month one!

  • Understand what your UFB colleagues do.

  • Have knowledge of your customers - company demographics, history with Udemy, current usage and key players.

  • Take on day-to-day tasks like setting up new customers, updating SFDC, sending renewal notices, setting customers up in India, and responding to support requests.

  • Understand the fundamentals of being an effective Customer Success Manager at Udemy for Business, including how to engage with customers, how to be a strategic partner, how to work with a customer at various parts of the customer journey and how to forecast and execute on renewals and upsells.

  • Develop a basic understanding of the HR and L&D buyer.

In the next few months you will:

  • Present an Executive Business review to your peers

  • Own your customers and be competent in the use of Udemy’s tech stackHave a high-level understanding of the Udemy content offering

  • Have a high-level understanding of the competitive landscapeBe able to accurately forecast your renewals, upsells and mid-cycle upsells.

  • Have a cadence in place to regularly meet with your cross-functional udemates such as the sale team

  • Understand, be able to articulate and assist Udemy customers navigate their journey

  • Be a fully functioning member of the Udemy Customer Success team.

We'd love to hear from you if you bring:

  • An understanding of enterprise-level organisations and empathy for the challenges they face, and a thirst for helping them solve their problems. Bonus points awarded for experience in ed-tech/online learning.

  • A deep understanding of customer success. Renewal, Upsell adoption and customer advocacy are the foundations you've built your career on. You know the customer journey, and understand the importance of the partnership that is mutually beneficial. You have accountability for your customer portfolio and its success.

  • You’re a trusted advisor that can see the challenge as an opportunity. 

  • Excitement about the culture we have built and are prepared to live and breathe our values in everything you do including a strong growth mindset

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

  • Demonstrated experience delivering a revenue or renewal target and working with mid-market and enterprise-level accounts across APAC

  • Willingness to travel across the region will be expected once we understand what that means for everyone under the laws and rules we live under. Our team's health is our first priority. 

Next Steps:

Our recruitment team is eager to hear from you and will personally read every application in detail. So give it your best shot -  take some time to submit your CV together with a cover letter detailing how you meet the criteria we have outlined and most importantly why you’d love to be part of the team at Udemy. 
We don’t have a closing date on our applications but we can’t wait to hear from you.

Suitably qualified applicants will move through our ‘getting to know you’ process quickly and where we will outline the benefits of working with us including professional development opportunities and career growth, flexible work hours together with a remote working environment underpinned  with the tools to set you up for success.

 We genuinely believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.

#LI-Remote

About Udemy
Udemy is the world’s largest education platform with more than 30 million monthly visitors.  Through our Consumer and Enterprise businesses, Udemy creates new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world. 

The Udemy consumer marketplace offers thousands of up-to-date courses in dozens of languages and provides the tools learners and instructors need to achieve their goals and reach their full potential. 

For companies, Udemy Business (UB) offers an employee training and development platform with subscription access to thousands of courses, learning analytics, as well as the ability to host and distribute their own content. Our enterprise platform is among the fastest growing SaaS businesses in the world.  UB has more than 10,000 customers and serves the majority of the Fortune 100. 

We are proud to be recognized for our world class employee experience:
Business Insider SF: Best Places to Work Bay Area
Built In Colorado: Best Places to Work
Best Workplaces (Great Place to Work List): #1 in Turkey
Certified Best Place to Work:  Dublin
Fortune: Change the World Company

Udemy is headquartered in San Francisco with hubs in Ankara, Turkey; Austin, Texas; Boston, Massachusetts; Mountain View, California; Denver, Colorado; Dublin, Ireland; Melbourne, Australia; New Delhi, India; and Sao Paulo, Brazil.

Vaccine Mandate (US Only)
Udemy is committed to keeping its employees, clients, and communities safe. Accordingly, we require all U.S. employees to be fully vaccinated against COVID-19 if their work requires them to come into a Udemy office or come into close contact with others. If you are unable to get vaccinated due to a medical condition, disability, sincerely-held religious belief, or as otherwise required by applicable law, we will consider requests for accommodation.
Job ID: a2b7ce78-f976-4160-beac-ea9a1100be67
Employment Type: Other

Perks and Benefits

  • Health and Wellness

    • FSA
    • Fitness Subsidies
    • Health Insurance
    • Dental Insurance
    • Vision Insurance
    • Life Insurance
    • Short-Term Disability
    • Long-Term Disability
  • Parental Benefits

    • Non-Birth Parent or Paternity Leave
    • Birth Parent or Maternity Leave
  • Work Flexibility

    • Flexible Work Hours
    • Remote Work Opportunities
  • Office Life and Perks

    • Company Outings
    • Commuter Benefits Program
    • Casual Dress
    • Happy Hours
    • Snacks
    • Some Meals Provided
  • Vacation and Time Off

    • Leave of Absence
    • Personal/Sick Days
    • Paid Holidays
    • Unlimited Paid Time Off
  • Financial and Retirement

    • Relocation Assistance
    • Performance Bonus
    • Company Equity
    • 401(K) With Company Matching
  • Professional Development

    • Learning and Development Stipend
    • Promote From Within
    • Shadowing Opportunities
    • Access to Online Courses
    • Lunch and Learns
    • Tuition Reimbursement
  • Diversity and Inclusion

    • Diversity, Equity, and Inclusion Program

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