This hybrid position requires two days per week in our Austin office.About you 

You are a thoughtful, strategic, goal-driven person who thrives in a collaborative environment. You’re motivated by being accountable for the growth and success of your team and Udemy’s largest and most strategic customers. You have the confidence and creativity to experiment to drive better outcomes, and you leverage data to understand success and opportunity for your team and for customers. You have a history of success driving high-impact teams and forming strong relationships with customer executives.. You are excited to work cross-functionally with multiple teams including Sales, Marketing, Professional Services, and Data Science to achieve better outcomes for your team, for Udemy’s customers, and to drive revenue expansion.

About this role

The Manager of Strategic Customer Success, based in the US, will play an active role as a member of the North American Customer Success leadership team and is responsible for overseeing the daily and long-term goals of their team and the overall business. In this role, you will be responsible for forecasting and executing against retention and growth goals based on deep knowledge of our customers with your analytical mindset.

What you'll be doing

• Hire, retain, and develop a highly experienced team of Strategic Customer Success Managers with responsibility for achieving quarterly and annual retention, expansion, and advocacy goals.
• Effectively forecast against revenue targets, and closely manage pipeline with CSMs.
• Build strong executive relationships at the VP+ level and act as a strategic thought partner with our largest customers. Serve as a point of escalation for customers. 
• Develop and implement strategies and processes to enable the team to effectively identify and manage risk and opportunities in its portfoio.
• Build and maintain a culture which fosters teamwork, collaboration, and continuous. learning while maintaining high expectations and a high bar for excellence.
• Coach CSMs on navigating complex customers and challenges on topics like executive engagement, driving adoption, risk mitigation, and expansion.
• Manage a portfolio of 100 accounts and $45M ARR with expectations to grow and retain revenue and build and facilitate a proactive, collaborative relationship with cross functional partners at the Director+ level.
• Up to 20% travel to facilitate in-person Executive Business Review and strategic customer meetings with CSMs, and internal team/leadership meetings

What you’ll have 

• Intensely curious, lifelong learner with 5+ years of successful Customer Success leadership targeting Enterprise accounts and ownership over revenue metrics
• Demonstrated ability to build and nurture trusted relationships with executives (VP+)
• Demonstrated ability to lead and grow Customer Success professionals, maximizing performance and exceeding team goals, including ability to effectively coach direct reports in closing complex deals
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes

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 Udemy 

We 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. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

Information regarding data privacy is available within the Udemy Careers Privacy Notice.