Senior Director, EMEA Customer Success at Udemy

Dublin, Leinster, Ireland -

Full Time

Start Date

Immediate

Expiry Date

11 Mar, 26

Salary

0.0

Posted On

11 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Strategy Development, Team Leadership & Development, Executive Stakeholder Management, Customer Retention & Expansion, Customer Advocacy & Relationship Building, Process Optimization, Sales & Product Alignment, Voice Of The Customer, Enterprise SaaS Knowledge, Change Management, Executive Presence, Data-Driven Decision-Making, Strategic Growth Leadership, Achievement Of Retention Targets, Customer Lifecycle Management, Strong Analytical And Problem-Solving Skills

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 an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays. About Your Skills Customer Success Strategy Development – Ability to design and implement scalable customer success strategies aligned with business objectives. Team Leadership & Development – Experience leading and developing high-performing CS teams, including frontline managers. Executive Stakeholder Management – Skilled in managing executive-level relationships internally and with enterprise customers. Customer Retention & Expansion – Proven ability to drive renewals, upsell, and cross-sell initiatives. Customer Advocacy & Relationship Building – Strong interpersonal skills to build trust-based relationships with customers. Process Optimization – Ability to scale processes to support a growing customer base efficiently. Sales & Product Alignment – Experience collaborating with Sales, Product, Marketing, and Support to ensure a seamless customer experience. Voice of the Customer (VoC) – Translate customer insights into actionable recommendations for internal teams. Enterprise SaaS Knowledge – Deep understanding of SaaS business models, preferably in tech, edtech, or learning & development. Change Management – Experience guiding customers through change, especially with new technologies or processes. Executive Presence – Confident communicator who can present at the C-level and influence senior stakeholders About This Role Udemy, a global leader in the EdTech industry, is seeking a visionary Senior Director, EMEA Customer Success to spearhead our Customer Success strategy across EMEA. In this high-impact role, you will be at the forefront of driving customer success initiatives that enhance retention, foster expansion, and boost product adoption, ensuring our customers achieve their most ambitious goals. You will have the opportunity to shape and lead a dynamic team, leveraging cutting-edge strategies to deliver value to our diverse client base.. What You'll Be Doing Lead and Execute Customer Success Strategy: Own and execute our Customer Success strategy across EMEA with a strong focus on retention, growth, value creation, and achieving key goals such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and customer adoption. Team Leadership and Development: Lead, motivate, and mentor a team of talented Customer Success leaders, setting clear goals, providing regular coaching, and fostering professional development. Optimize the Customer Journey: Ensure customers achieve success by optimizing their journey, adhering to key milestones, developing and improving playbooks, and continuously identifying opportunities for enhancement. Drive Customer Engagement and Outcomes: Analyze drivers of customer engagement and develop strategies to maximize the likelihood of achieving desired business outcomes for our customers. Strategic Customer Partnership: Actively engage with customers, serve as a senior escalation point, and act as the voice of the customer within Udemy, developing tailored success strategies and acting as a strategic thought partner to senior executives and stakeholders. Foster Cross-Functional Collaboration: Build and maintain authentic relationships with internal teams such as Renewals, Product, Engineering, Sales, Professional Services, Finance, and Marketing to drive a cohesive customer success approach. Promote a Customer-Centric Culture: Champion a culture of customer success across the international organization, fostering a shared commitment to delivering exceptional experiences. Identify and Address Operational Gaps: Identify and solve systems and process gaps to streamline operations and enhance customer success efforts. Contribute to Global Leadership: Play an active role in the global Customer Success leadership team and collaborate closely with the commercial leadership team across regions. What You'll Have 10+ Years of Relevant Experience: Proven experience in Customer Success or related fields, preferably within a SaaS environment. 5+ Years of Leadership Experience: Experience managing and coaching high-performing Customer Success teams or similar functions. Experience Across Customer Segments: Familiarity working with customers of all sizes, including Enterprise, Mid-Market, and SMB. Data-Driven Decision-Making: Demonstrated ability to make informed, data-driven decisions that drive customer success. Strategic Growth Leadership: Proven track record of driving strategic growth in a fast-paced environment. Executive Partnership: Experience partnering with VP-level and C-Suite stakeholders to achieve shared objectives. Achievement of Retention Targets: Strong history of achieving customer retention and satisfaction targets. Customer Lifecycle Management: Expertise in developing and managing the customer lifecycle to drive optimal outcomes. Leadership and Mentoring Skills: Demonstrated leadership capabilities with a history of mentoring talent and inspiring high-achieving teams. Strong Analytical and Problem-Solving Skills: Excellent analytical abilities and a strong problem-solving mindset. #LI-ST5 Application deadline 23 January 2026 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

Lead and execute the Customer Success strategy across EMEA, focusing on retention, growth, and value creation. Optimize the customer journey and drive engagement to ensure customers achieve their business outcomes.