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

About you 

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

As a leader of our Mid Market Customer Success team, you will empower a team of Customer Success Managers to exceed quarterly and annual goals while navigating complex customer landscapes. With a portfolio of up to 280 accounts and $23M ARR, you will drive revenue targets through innovative strategies and a high-touch customer journey. You will collaborate with cross-functional teams, build executive relationships, and serve as a strategic partner to our largest clients, all while fostering a culture of continuous learning and excellence.

What you’ll be doing

• Coach and lead a team of up to 7 diverse Mid Market Customer Success Managers with responsibility for achieving quarterly and annual retention, expansion, and advocacy goals. Be able to coach CSMs on navigating complex customers and challenges.
• Effectively forecast against revenue targets, and closely manage pipeline with CSMs.
• Develop and implement strategies and processes to enable the team to effectively identify and manage risk and opportunities in your BoB.
• Design and implement the Mid Market Customer Success strategy and a high-touch customer journey to achieve revenue and non-revenue targets. 
• Develop a risk mitigation strategy for our largest, most strategic accounts.
• Build and facilitate positive, collaborative relationship with cross functional partnerships including but not limited to Sales, Renewals, Product, and Marketing.
• Build strong executive relationships and act as a strategic thought partner with our largest customers. Serve as a point of escalation for customers. 
• 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 

• 10+ Years working with organizations in a customer facing capacity ideally at a SaaS or technology company. Must have experience working with large, complex Mid Market or Enterprise customers.
• 3+ Years managing Customer Success teams or similar functions.
• Proven ability to partner with VP-level/C-Suite stakeholders. 
• Track record of achieving retention targets.
• L&D/ HR Tech experience an advantage.

About your skills

• Influence: You are a dynamic leader who motivates your team and inspires customer executives to achieve critical business goals. You collaborate closely with internal teams, fostering a customer-centric culture and guiding them through changes by effective communication and change management. 
• Pipeline Management: You exhibit strategic planning, data-driven decision-making, and proactive engagement to boost customer retention and revenue growth. You create strategies for spotting risk, upsell opportunities, foster relationships with key stakeholders, and collaborate with the sales/renewals partners to seize these opportunities. You have a system for accurate forecasting.
• Risk Management: You utilize data and qualitative insights to detect early risk signals, effectively coach and inspect customer strategies, and support your team to mitigate risk throughout the entire customer journey. You’ve created processes and systems for yourself and your team to effectively identify and mitigate risk within your book.
• Problem Solving & Creativity: You empower your team to confidently tackle challenges, innovate, and deliver exceptional value to our customers. When facing complex issues, you prioritize customer-centric solutions, feedback-driven improvement, and out-of-the-box thinking. You champion our values of “Courageously Experimental” and “Always Learning” to cultivate an innovative culture within the team. 

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.

#LI-KD1