Customer Success Specialist

Where we Work

Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Türkiye 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

• Communication: You use your active listening skills to adapt to different customers and situations, communicating in a way that is clear and concise. You lead meetings and present decks that deliver impactful messages

• Growth mindset: You are intensely curious and seek out internal and external resources in order to upskill within your roles. You gracefully give and receive feedback.

• Organization: You leverage tools and processes that lead to effective management of accounts with exceptional attention to detail. You understand which day-to-day tasks need to be addressed first and utilizes appropriate judgement and awareness of how much time is spent on different tasks

• Renewal and Sales acumen: You lead great discovery to uncover customer issues and goals. You understand what needs to take place within a customer partnership to lead to renewal and creates an intentional and thoughtful plan of action that leads to these outcomes.

About this role

We are looking for a Customer Success Specialist to join our Commercial Customer Success team. At the heart of this role is to partner with corporate customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. We’re a global team looking for someone who is passionate about making our customers successful. To achieve this, we leverage a combination of automated programs, 1:many strategies and thoughtful human intervention when it's most impactful. 

We have established processes, however, our nature is to always be on the look out for smarter and more scalable ways of doing our work. If a fast paced environment is what you thrive in, this role might be just the right one for you!

What you’ll be doing

• Manage the success of a portfolio of ~500 Udemy Business (UB) customers in North America who are investing in the platform for their team, department, or small organization (<200 employees)

• Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings

• Negotiate and renew customer contracts and partner with Sales to achieve upsell targets

• Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)

• Proactively monitor our customer base looking for both red flags and opportunities to increase revenue

• Be a voice of the customer and proactively communicate customer feedback to cross-functional teams

• Effectively manage product onboarding and implementation for new customers

• Respond to questions from customers directly or route questions to appropriate resources for training or support

• Support additional projects and tasks related to the broader Customer Success team

What you’ll have

• Intensely curious, lifelong learner, resourceful, gets stuff done

• 1-2 years of B2B SaaS customer success, account management, consulting and/or sales experience

• Love for teamwork and commitment to building a world-class customer experience

• Outstanding verbal and written communication skills

• Superior project, time management, and organizational skills

• Excellent attention to detail

• Ability to adapt quickly in a fast-paced environment, but also an interest in helping build sustainable processes

• Experience managing accounts using Salesforce and Zendesk is preferred, but not required