Enterprise Customer Success Manager

7 months ago

Toronto, Canada Udemy Full time

**About us**:
At Udemy, we're on a mission to transform lives through learning. We're a leading online skills marketplace and learning platform, serving more than 69 million learners and 15,700 organizations globally. Our goal is to provide flexible and effective skill development, empowering individuals and organizations to keep pace with innovation and prepare for the future of work.

We believe that talented people are everywhere, but oftentimes, those dream opportunities are hard to come by. That's why we're focused on revolutionizing learning, leveraging the deep expertise of Udemy's 75,000 instructors and the power of our platform, to help individuals sharpen their skills and harness their full potential.

**About you**:
You're an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that's internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You're ready for a challenge and aren't afraid to try new ideas.

**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**:
**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?

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