Customer Success Operations, Renewals Analyst

at  Udemy

ABOUT US

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others.

REQUIRED SKILLS:

• DATA ANALYSIS & REPORTING:Proficient in interpreting and analyzing data to identify trends, risks, and opportunities within the customer renewal cycle. Ability to turn data insights into actionable recommendations to drive business outcomes.
• ANALYTICAL TOOLS:Extensive experience with analytics and reporting tools such as Excel (advanced functions including pivot tables, VLOOKUP, and macros), Tableau, Power BI, and Google Analytics. Skilled in creating custom reports, dashboards, and visualizations to track KPIs related to renewals, customer health, and retention.
• DATABASE & QUERYING TOOLS:Experience with SQL or other querying tools for extracting and manipulating data to generate meaningful insights for strategic decision-making.
• FORECASTING & MODELING:Strong skills in renewal forecasting and financial modeling, using data-driven techniques to predict renewal likelihood, churn risks, and customer lifetime value (CLV).
• PROBLEM SOLVING & CRITICAL THINKING:Ability to synthesize complex datasets to solve business problems, identify key drivers of churn, and develop proactive strategies to increase retention and renewals.

ABOUT THIS ROLE

We are looking for a Renewals Analyst to join our Customer Success Operations team to drive accuracy and efficiency of our Renewals business. This role will report to the Manager of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders. The Customer Success Organization encompasses; Customer Success, Renewals, and Professional Services.

WHAT YOU’LL BE DOING

• RENEWALS MANAGEMENT:Report on the customer renewal process to ensure timely and successful renewals, maintaining customer retention targets and reducing churn rates.
• OPERATIONAL STRATEGY:Develop and implement strategies to optimize the renewal workflow, improve renewal forecast accuracy, and drive operational efficiencies.
• DATA ANALYSIS & REPORTING:Analyze renewals data, customer trends, and account health metrics to identify potential risk areas, opportunities for upsell, and expansion within customer accounts. Provide detailed reports and insights to the Customer Success and cross functional teams.
• COLLABORATION:Work closely with Customer Success/Renewals, Sales, and Finance teams to align on goals, share insights, and create a wholistic forecast view that covers all ends of the business
• FORECASTING & PIPELINE MANAGEMENT:Manage the renewals pipeline, ensuring accurate forecasting, reporting, and tracking of key renewal metrics. Anticipate risks and address them proactively.
• RENEWALS PERFORMANCE METRICS:Develop and track performance KPIs related to renewals, including renewal rates, retention, expansion, and churn.
• TOOLS AND SYSTEMS MANAGEMENT:Manage and optimize the systems and tools (e.g., CRM platforms, customer success platforms) used for tracking renewals and customer success operations.