Large Enterprise Customer Success Manager at Udemy

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

09 Mar, 26

Salary

0.0

Posted On

09 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Account Strategy, Account Management, Risk Management, Renewals Management, Advocacy, Governance, Project Management, Customer Success, Consultative Approach, Stakeholder Relationships, Change Management, Technology Adoption, Customer Integrations, Teamwork, Communication, Strategic Planning

Industry

E-Learning Providers

Description

Join Udemy. Help define the future of learning. Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact. Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead. Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. Learn more about us on our company page. Where we work Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is a remote position based in Singapore. About Your Skills: Account Strategy: The CSM embodies a proactive and growth-oriented mindset, exemplifying a consultative approach that is deeply rooted in achieving tangible results. They actively source internal and external resources and build relationships to achieve the goals of the accounts. They craft and execute strategies that not only anticipate client current and future needs but also drive sustained business growth. This role epitomizes a strategic dedication to elevating the success of our key accounts, showcasing a unique blend of foresight, results-driven methodology, and relationship-centric practices. Account Management: The CSM continuously exemplifies an unwavering commitment to excellence that go beyond the tactical aspects of account management. They are architects of success, orchestrating a symphony of stakeholder relationships, change management strategies, and seamless alignment with the customer journey. They proactively drive the alignment of key milestones, showcasing a dynamic and forward-thinking approach that transcends the routine. Their behavior is characterised by a strategic foresight that anticipates and navigates the evolving needs of multiple stakeholders, ensuring a harmonious and successful journey for our customers. In every action, they embody the essence of proactive, stakeholder-centric account management, where strategic alignment and customer success are seamless. Risk Management: The CSM embodies a proactive stance towards risk management. They take ownership with a 'no excuses' mindset, demonstrating full accountability in identifying early risk triggers within accounts. By examining the activities that may pose risks, they showcase a keen foresight that enables them to proactively address potential challenges. Utilising both internal and external stakeholders and resources effectively, our CSMs go beyond just identification — they orchestrate strategic risk management plans that safeguard the stability and success of our accounts. Their behavior reflects a steadfast dedication to anticipating, mitigating, and navigating risks, ensuring a resilient and thriving customer journey and 'no surprises' renewal. Renewals Management: Demonstrating a complete sense of ownership, our CSMs demonstrate a proactive approach to ensure a smooth and transparent transition of all renewals within their portfolio. This entails not only managing the renewal process but also building strong internal and external relationships, consistently showcasing the ongoing value of our programs throughout the customer journey. The CSM's commitment extends to strategic renewal planning and readiness preparation, ensuring that the Renewals Manager steps into a well-prepared scenario and seamless handover, allowing the Renewals Manager to focus solely on the renewal process without the need to justify the program's value. This behavior reflects a dedication to delivering a frictionless and value-driven experience for our clients and the Renewals Managers throughout their renewal journey. Advocacy: CSM demonstrates continued focus on nurturing strong relationships with customers from Program Manager to Exec Sponsors, with the goal to turn these connections into enthusiastic advocates for both Udemy's product and services. Alongside relationship-building, the CSM actively identifies opportunities to promote success stories, encourage referral customers, and develop compelling case studies not only strengthening Udemy's reputation but also contribute to showcasing real-world achievements and fostering organic growth. Governance: The Customer Success Manager (CSM) proactively takes ownership of and autonomously executes all administrative and compliance aspects of their role What you'll be doing Proactively own and manage the success of a portfolio of enterprise-level Udemy Business customers Develop individual success plans for each customer to ensure Udemy Business adoption, expansion and loyalty across your portfolio of customers Consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of Udemy Business Build and maintain trusted advisor relationships at the executive level Partner with Sales and Renewals Management to develop an account strategy for each Enterprise customer to hit retention and upsell targets Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations. Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements What you’ll have While this work is based more on the skills a person has than what they have done, we think a typical profile could include the following: 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts Experience developing strategies to increase adoption of technology solutions Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.) Superior project and time management skills; excellent attention to detail Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together Ability to travel throughout Asia Preference for Mandarin speaking candidates #LI-TP1 Why work here? You’ll grow here. Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you. AI is real here. We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways. You’ll own your work. We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact. You’ll build with others. We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction. You’ll see your impact. What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs? Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together. Our Benefits Start with U Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies. 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 understand that not everyone will match each of the 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! Information regarding data privacy is available within the Udemy Careers Privacy Notice.

Responsibilities

The Customer Success Manager will proactively manage the success of a portfolio of enterprise-level customers, developing individual success plans to ensure adoption and loyalty. They will consult with customers on their learning strategies and create internal promotion programs to drive usage of Udemy Business.