Growth Enterprise Customer Success Manager, Udemy Business- EMEA

Remote, United Kingdom

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ABOUT UDEMYUdemy is a global marketplace for learning and teaching online. More than 50 million consumers and several thousand companies around the globe trust Udemy’s technical & soft skills to close the skills gap. Our customers can choose from an extensive portfolio of 155,000 courses taught by 57,000 expert instructors from over 65 countries. Udemy Business (UB) is a curated solution of business-relevant and technical courses delivered through a simple platform to provide your employees with the most engaging learning experience. Our EMEA business is on a growth trajectory and we hire great people who thrive on being part of a fast paced, high performing organisation and who want to play a role in taking our amazing business to the next level. We are a close-knit bunch that enjoys problem-solving and collaboration. We share a serious commitment to delivering the best possible learning and teaching experiences while at the same time encouraging innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other on a daily basis.
ABOUT THE ROLEOur Customer Success team is responsible for partnering with customers, to successfully launch and adopt our product and ultimately to help them achieve their business goals. We are focused on getting to know our customers and deeply understanding their business so that they realise maximum value from our partnership. We use our consultative mindset to help our customers plan their learning strategy, deploy new programs, and measure success. Our customer base is growing quickly, and we leverage the experience and creativity of our team to create new ways to engage and delight our customers.In this role you will build relationships with senior executives, learning champions, managers and administrators. You will collaborate closely with your colleagues in sales, marketing, product and content and with the broader CS team.  The customer success team at Udemy is commercially driven, we own renewal revenue and partner closely with sales on expansion opportunities. In the growth Enterprise role you will own a portfolio of large enterprise customers who we are actively engaged in expanding our relationship with and will use your commercial acumen, relationship building skills and ability to partner cross functionally to help these customers realise value and achieve their goals.

Here's what you'll be doing:

  • Proactively own and manage the success of a portfolio of enterprise-level Udemy for Business (UB) customers
  • Develop success plans for each customer to ensure adoption, expansion and loyalty across your portfolio of customers
  • Be an expert on the UB Platform and how our customers can use it strategically to deliver on their learning and business objectives
  • Consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organisation
  • Create and implement internal promotion programs within customer organisations to generate awareness and drive usage of UB
  • Build and maintain trusted advisor relationships at the executive level
  • Partner with Sales to develop an account strategy for each Enterprise customer to achieve retention and expansion targets
  • Successfully onboard new customers.
  • Partner with Implementation Engineers to ensure successful project management and ongoing support of integration
  • Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
  • Partner with marketing to develop customers for case studies and other advocacy opportunities

We're excited about you because you have:

  •  5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts
  • You are intensely curious and a lifelong learner
  • Experience working with HR/L&D stakeholders (preferable but not necessary)
  • Ability to own a revenue number and are comfortable with commercial conversations
  • Ability to build and nurture trusted relationships with executives 
  • Ability to identify, work and close complex deals
  • Experience developing strategies to increase usage and adoption of technology solutions
  • Basic understanding of concepts related to customer integrations (e.g,, Single Sign-On, APIs, feature customisation, etc.
  • Great analytical skills and are comfortable storytelling with data
  • Outstanding verbal and written communication skills
  • Superior project and time management skills; excellent attention to detail
  • Ability to adapt quickly in a fast-paced environmentLove for teamwork, collaboration and commitment to building a world-class, enterprise-level global customer experience together
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About UdemyWe believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.
Founded in 2010, Udemy is privately owned and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).
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Job region(s): Europe
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