Job Description

Where we Work
Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Txc3xbcrkiye and other US locations (Denver and Austin). This is an in-office position, requiring three days a week (Tuesday, Wednesday, Thursday) in the office and flexibility on Mondays and Fridays.
About your Skills
Critical Thinking - Your curiosity drives you to uncover core issues, enabling you to provide true solutions rather than surface-level fixes. You analyze and evaluate information objectively, consider multiple perspectives, and make reasoned judgments, demonstrating adaptability and a growth mindset in the face of change.
Problem-solving - Your problem-solving prowess is evident in your ability to tackle challenges head-on. You don't shy away from obstacles; instead, you deconstruct them into manageable parts and methodically develop effective solutions. Your analytical nature allows you to navigate complexity with ease, ensuring that every problem is met with a well-considered response.
Strategic Planning - Your strategic planning skills are a testament to your foresight and organizational acumen. You excel in crafting detailed plans and roadmaps that align with organizational objectives. By anticipating future trends and potential hurdles, you ensure that your strategies are not only aligned with the overall vision but are also adaptable to changing circumstances.
Leadership - Your leadership capabilities shine through in your ability to inspire and motivate those around you. You foster a collaborative environment where teamwork thrives, and you align your team towards a shared strategic vision. Your influence extends beyond direction; you cultivate an atmosphere of trust and mutual respect, driving collective success.
About this role
We are looking for a Growth Enterprise Customer Success Manager to partner with our mid sized business customers post-sale to drive adoption and ensure customer growth and retention. As a Growth Enterprise Customer Success Manager, you will work closely with customers to execute learning strategies and drive product adoption to help our customers achieve their most important business outcomes. Managing a portfolio of up to 50 accounts, you'll provide high-touch support, collaborate on expansion strategies, and develop individualized success plans.
What you'll be doing:

• Manage a portfolio of up to 50 accounts with proactive, high-touch support throughout the customer journey.
• Launch and train new customers, ensuring smooth onboarding and platform adoption.
• Create and implement internal promotion programs within customer organizations to drive awareness and usage.
• Build and maintain executive-level relationships as a trusted advisor.
• Provide expert consultation and work with customers to develop their internal learning strategy to achieve their customers' most important business outcomes.
• Develop and execute account expansion strategies in collaboration with Sales partners, focusing on upselling to meet retention and upsell targets.

• 4-5+ years of B2B SaaS customer success, account management, consulting and/or sales experience
• Experience driving toward a revenue or renewal target and working with mid-market and enterprise level accounts
• Experience working with HR/L&D customers would be a plus, but not required
• Ability to travel up to 30% to facilitate in-person Partnership Planning Workshops, Executive Business Reviews, strategic planning meetings, or customer events.