Enterprise Customer Success Manager (Remote, Melbourne) at Udemy

Customer Success - Udemy for Business, Full-Time, Remote, Melbourne melbourne remote support full-time
Description
Posted 25 days ago

About us
We believe anyone can build the life they imagine through online learning. Today, more than 35 million students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy. Expert instructors can 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 profound 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 neighbourhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil) as well as remote offices in Australia.

Udemy for Business is the leading online training solution for high-growth companies, and we’re growing like crazy. We’re helping organisations large and small around the globe to close critical skills gaps, whether it’s the latest technical skills, marketing & sales, HR and compliance training, personal or professional skills. And we’re just getting started.
 
Who we are looking for
We are looking for a Customer Success Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention.
 
Our Customer Success Mission
To empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross-functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.
 
Our Customer Success Core Values
Strategic mindset
Resourceful
Inspirational
Trustworthy
Collaborative
 
How We Do It
Our Customer Success Managers are responsible for partnering with our most valued customers, to help them successfully adapt our product (Udemy for Business) and in turn, ensure they meet their business goals.
 
We love people! We build relationships with everyone across our customers. We look to build learning champions across an organisation and ensure the outcomes executives expect are delivered. We look forward to the time when we are able to get onsite with our customers again. For now, it’s with zoom and other technology-based mediums. 
 
Our APAC team is close and loves to collaborate. We put a ton of effort into building tight cross-functional partnerships with other departments at Udemy including Marketing, Product and Sales.
 
We are revenue-driven. We own renewals and get excited when we identify an upsell opportunity. Our partnership with Sales is tight, and we share a joint passion for meeting and exceeding our goals. Everyone in Customer Success has a bias for action. 
 
We like going deep and wide. We aren’t yes people, order takers, or ticket triggers. We talk to our customers regularly and aren’t afraid of getting our hands dirty. We use our consultative mindset to help our customers deliver 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.

You have

  • 3+ years of B2B SaaS customer success, account management, consulting and/or sales experience
  • Experience delivering a revenue or renewal target and working with mid-market and enterprise-level accounts across APAC
  • Experience in Salesforce and or Gainsight desirable
  • Experience working with HR/L&D customers would be a plus, but not required
  • Willingness to travel across the region will be expected once we understand what that means for everyone under the laws and rules we live under. Our team's health is our first priority. 
  • You will

  • Proactively owning and managing the success of 20-30 Udemy for Business (UFB) customers across the Asia Pacific region.
  • Developing individual success plans to ensure UFB adoption, expansion and loyalty for each of your customers
  • Consulting with customers on their internal learning and development strategy, and influence leaders to drive change across their organization
  • Creating and implementing engagement strategies to generate awareness and drive usage of Udemy for Business to help customers meet their business objectives
  • Building and maintaining executive-level relationships through our role as trusted advisors
  • Renewing customer contracts and, working in lockstep with sales to develop account expansion strategies to hit upsell targets
  • Implementing and training new customers. Be the onboarding project manager for each customer and partner with our Solutions Engineers on technical requirements.
  • Working with product management to surface customer requests and help translate customer feedback into product requirements
  • Identifying and introducing customers fit for case studies and media opportunities to our Marketing team Own the creation of internal and customer-facing processes, programs and materials to improve the quality and efficiency of our department
  • The team
    You will be reporting to Marlon Herft. Marlon is a well-tenured executive in achieving Customer Success and Sales growth across the APAC region including India, South East Asia, Japan and Australia. Marlon brings high energy, strategic and customer mindset, always aligned to the values of the organisation. He is a  transparent leader and works to enable both customer and company success. It’s important to him to work with an organisation that prides itself on making a difference by providing a positive impact on its customers.
     
     
    The benefits
    Vacation and Time Off Four weeks of paid vacation; paid holidays; personal/sick days; maternity leave; paternity leave; leave of absence.

    Professional Development: tuition reimbursement; learning and development stipend; promote from within; shadowing opportunities; access to online courses; lunch and learns

    Office Life: flexible work hours; remote work opportunities; casual dress; happy hours; snacks; some meals provided; diversity and inclusion program; company outings
     
    We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.



    About Udemy
    We believe anyone can build the life they imagine through online learning. Today, more than 40 million 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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