Renewals Manager

Where we Work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About the role

The Renewals Manager (AMER) will play a pivotal role in driving the continued success of Udemy's enterprise business within the America region. This individual will be responsible for managing and renewing existing enterprise customer relationships, ensuring customer satisfaction, and maximizing revenue retention. This individual will build strong relationships with customers, understand their needs and provide exceptional service to ensure continued customer satisfaction and loyalty. This person will work cross-functionally within Udemy and in particular work closely with our Customer Success and Core Selling teams to provide a holistic and customer experience. 

• Customer Relationship Management:

  • Build and maintain strong relationships with enterprise customers, serving as their trusted advisor.

  • Understand customer needs and business objectives to provide tailored solutions.

  • Work Cross Functionally, thinking and acting strategically with internal stakeholders preparing customer proposals and contracts

  • Proactively address customer concerns and issues to ensure high levels of satisfaction.

  • Penetrate the customer environment and develop multi-threaded contacts at various levels of their business 

• Renewal Management:

  • Manage the entire renewal sales stage process in for enterprise customers within the AMER region

  • Managing all the renewal customer touch-points as designed in our GTM Renewals Playbook so we have a consistent and optimized customer experience.

  • Leveraging  your persuasion and negotiation skills, to price and quote your customer to maximize the ARR spend by the customer with Udemy, which will include identifying opportunities to upsell or cross-sell additional products or services.

  • Proactively identify and address potential renewal risks or challenges, including liaising with various customer departments, e.g. Legal and Procurement depts to ensure an optimized renewals motion 

  • Actively working on your assigned renewal portfolio on a continuous and rolling 12mth basis 

  • Ability to accurately forecast your assigned renewal portfolio to management when asked leveraging our systems and tools 

• Data Analysis:

  • Track and analyze renewal metrics, including renewal rates, revenue retention, and customer satisfaction.

  • Prepare regular reports on renewal performance and identify areas for improvement.

  • Ability to leverage system data to understand the customers’ product and service consumption 

• Continuous Improvement:

  • Stay updated on Udemy's products, services, and industry trends.

  • Contribute and share best practices for optimization of renewal strategies and GTM strategies

  • Collaborate with other departments to ensure a seamless customer experience.

Required Skills and Qualifications

• Bachelor's degree or equivalent experience.

• ideally 3-5 years of experience in enterprise sales, account management, or customer success, which was customer-facing, preferably in a SaaS or subscription-based business

• Proven track record of successfully managing and renewing enterprise customer relationships.

• Strong negotiation, communication and persuasion skills.

• Ability to build strong relationships with customers at all levels, up to c-suite level

• Excellent problem-solving and analytical skills, both verbal and written.

• Ability to travel as needed within the AMER region.

• Strong organizational and time management skills.

• A passion for providing exceptional customer service.

Additional Preferred Qualifications

• Experience in the online education or e-learning industry.

• Knowledge of sales and marketing best practices.

• Knowledge of contract law and negotiation tactics