Job Description

About youYou\'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 roleThe Enterprise CSM owns the customer\'s post-sale journey; onboarding and enabling to customers\' to ensure a positive experience as well as identifying opportunities for renewals, cross sales opportunities and upsells.Using a range of supporting technologies (eg Salesforce, Gainsight) you will have a cadence in place to regularly meet with your cross-functional colleagues including the sales team.What you\'ll be doing

• Proactively own and manage the success of a portfolio of 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.
• Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements

What you\'ll haveWhile this work is based more on the skills a person has than what they have done, we think a typical profile could include the following:

• 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts
• Experience developing strategies to increase adoption of technology solutions
• Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)
• Superior project and time management skills; excellent attention to detail
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together

About Your Skills:

• Account Strategy: The CSM embodies a proactive and growth-oriented mindset, exemplifying a consultative approach that is deeply rooted in achieving tangible results. They actively source internal and external resources and build relationships to achieve the goals of the accounts. They craft and execute strategies that not only anticipate client current and future needs but also drive sustained business growth. This role epitomizes a strategic dedication to elevating the success of our key accounts, showcasing a unique blend of foresight, results-driven methodology, and relationship-centric practices.
• Account Management: The CSM continuously exemplifies an unwavering commitment to excellence that go beyond the tactical aspects of account management. They are architects of success, orchestrating a symphony of stakeholder relationships, change management strategies, and seamless alignment with the customer journey. They proactively drive the alignment of key milestones, showcasing a dynamic and forward-thinking approach that transcends the routine. Their behavior is characterised by a strategic foresight that anticipates and navigates the evolving needs of multiple stakeholders, ensuring a harmonious and successful journey for our customers. In every action, they embody the essence of proactive, stakeholder-centric account management, where strategic alignment and customer success are seamless.
• Risk Management: The CSM embodies a proactive stance towards risk management. They take ownership with a \'no excuses\' mindset, demonstrating full accountability in identifying early risk triggers within accounts. By examining the activities that may pose risks, they showcase a keen foresight that enables them to proactively address potential challenges. Utilising both internal and external stakeholders and resources effectively, our CSMs go beyond just identification - they orchestrate strategic risk management plans that safeguard the stability and success of our accounts. Their behavior reflects a steadfast dedication to anticipating, mitigating, and navigating risks, ensuring a resilient and thriving customer journey and \'no surprises\' renewal.
• Renewals Management: Demonstrating a complete sense of ownership, our CSMs demonstrate a proactive approach to ensure a smooth and transparent transition of all renewals within their portfolio. This entails not only managing the renewal process but also building strong internal and external relationships, consistently showcasing the ongoing value of our programs throughout the customer journey. The CSM\'s commitment extends to strategic renewal planning and readiness preparation, ensuring that the Renewals Manager steps into a well-prepared scenario and seamless handover, allowing the Renewals Manager to focus solely on the renewal process without the need to justify the program\'s value. This behavior reflects a dedication to delivering a frictionless and value-driven experience for our clients and the Renewals Managers throughout their renewal journey.
• Advocacy: CSM demonstrates continued focus on nurturing strong relationships with customers from Program Manager to Exec Sponsors, with the goal to turn these connections into enthusiastic advocates for both Udemy\'s product and services. Alongside relationship-building, the CSM actively identifies opportunities to promote success stories, encourage referral customers, and develop compelling case studies not only strengthening Udemy\'s reputation but also contribute to showcasing real-world achievements and fostering organic growth.
• Governance: The Customer Success Manager (CSM) proactively takes ownership of and autonomously executes all administrative and compliance aspects of their role

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 UdemyWe 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.About our APAC regionWhen you join Udemy in our Asia Pacific (APAC) region, you\'ll have the chance to help our globally established business grow locally. We have a solid foundation and a great reputation - and you can be part of the next stage of our journey.Our investment in the region is significant, with offices in Australia and India and an expanding presence in Singapore, Indonesia, Japan, and beyond. It comes with countless opportunities to make learning more accessible to millions. You\'ll work with various cultures with unique needs, affording you the chance to learn and progress in your career. And that progression doesn\'t come at the cost of work-life balance; people are at the heart of our mission, which is why we\'re committed to looking after ours.Information regarding data privacy is available within the .#LI-AM2
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