Commercial Manager, APAC at Udemy

Customer Success - Udemy for Business, Full-Time, Melbourne, Australia melbourne support full-time
Posted 3 days ago

Udemy is a global marketplace for learning and teaching online. More than 40 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 100,000 courses taught by 50,000 expert instructors from over 65 countries. Udemy for Business 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 business is on a growth trajectory that offers fantastic career opportunities. 

We are a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious commitment to delivering the best possible learning and teaching experiences. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other on a daily basis. Founded in 2010, Udemy is privately owned and headquartered in San Francisco with our APAC spread across multiple countries. Our EMEA business is growing fast and we are looking for great people to join our fantastic business. 

This role is an exciting opportunity for an experienced leader to help shape the future of the Commercial Customer Success team at Udemy for Business. We are looking for a highly strategic, data-driven, people-focused manager who would be passionate about enabling a team of rockstar Customer Success Managers to achieve their potential. 

The APAC Commercial Customer Success team at Udemy is responsible for hundreds of companies representing millions in revenue. In the past year, we have expanded internationally, tripled our ARR, and quadrupled our customer base. 

Your team is responsible for the growth and retention of UFB's commercial segment, ensuring customers obtain maximum value and ROI when they partner with Udemy. You will coach and develop the team to align to and achieve customers’ desired business outcomes, drive senior executive engagement, build learning strategies to drive product usage, manage portfolio risk, develop customer advocacy, execute land and expand strategies.

Our Customer Success Team’s mission is to empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource. We strive to be a partner our customers adore working with. We serve as strategic advisors, provide trusted support, and act as the voice of our customers internally. Our customers’ success is the engine that drives Udemy’s success.

About you:
You are an inspiring, high-energy leader who lives by working with people – both your team and customers.
Your executive presence and strategic mindset enable you to build deep relationships with customers at the VP-level and C-Suite to impact change and serve as an escalation point for your team.
You have a strong track record of building long-term, strategic customer relationships across a diverse book of customers. Based on your experience, you know how to spot signals of opportunity and risk that others miss.
You have a deep understanding of what Customer Success excellence looks like, both quantitatively and qualitatively.
Commercially focused, you have experience leading revenue-generating teams and are comfortable owning retention and growth targets. You have done an effective job managing and forecasting against revenue targets.
You are data-driven and analytical. You dig into the details to understand a situation and to identify potential gaps.
A skilled communicator and collaborator, you are capable of building meaningful internal and external relationships and representing the interests of the Customer Success team effectively. 
You have a growth mindset and are a learner by nature, you push yourself and your teams to improve and develop. You make learning a priority for you people.
As a people-focused leader, you are capable of inspiring and motivating your teams and provide clarity on vision, purpose, and goals. 

Here is what you will be doing:
Working with the CS Leadership team, you will lead the design and execution of the APAC Commercial Customer Success strategy to enable the team to achieve revenue and non-revenue targets, to help our customers achieve value through Udemy, and to equip your employees to achieve their potential.
Coach and lead a team of up to 8 diverse Commercial Customer Success Managers with responsibility for achieving quarterly and annual retention, expansion, engagement, and advocacy goals.
Continue to refine our customer journey (and supporting tools) and identify points of risk and opportunity to mitigate churn and increase retention.
Collaborate closely with key internal stakeholders including Sales, Product, Marketing, Content, Project Management and Support ensuring inter-departmental alignment with customer expectations.
Hire, retain, and develop a high-potential team of Customer Success Managers.
Build strong executive relationships and act as a strategic thought partner with customers. Serve as a point of escalation for customers.
Effectively forecast against revenue targets, and closely manage pipelines with CSMs.
Develop and implement strategies and processes to enable the team to effectively identify and manage risk and opportunities in the Commercial business.
Deliver authentic, transformational leadership so that the team is highly motivated and engaged.
Build and maintain a culture that fosters teamwork, collaboration, and continuous learning while maintaining high expectations and a high bar for excellence.

Key Requirements:
7+ Years working with organisations in a customer-facing capacity ideally at a SaaS or technology company (necessary), experience in professional services advantageous.
3+ Years managing and coaching Customer Success teams or similar functions
Proven ability to partner with VP-level/C-Suite stakeholders. 
Demonstrated ability to make data-driven decisions
Full lifecycle account management experience: including onboarding, implementation, product adoption, and expansion.
Track record of achieving retention targets
Experience driving growth in organisations through effective sales partnership, revenue diversification and customer value delivery.
L&D/ HR Tech experience an advantage

About Udemy
We 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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