Customer Success Specialist

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 nearly 80 million learners and more than 17,000 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. Learn more about us on our company page.

Where we Work

Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Türkiye and other US locations (Denver and Austin). This is an in-office position, requiring three days a week (Tuesday, Wednesday, Thursday) in the office and flexibility on Mondays and Fridays.

About your skills

• Communication: You use your active listening skills to adapt to different customers and situations, communicating in a way that is clear and concise. You lead meetings and present decks that deliver impactful messages

• Growth mindset: You are intensely curious and seek out internal and external resources in order to upskill within your roles. You gracefully give and receive feedback.

• Organization: You leverage tools and processes that lead to effective management of accounts with exceptional attention to detail. You understand which day-to-day tasks need to be addressed first and utilizes appropriate judgement and awareness of how much time is spent on different tasks

• Renewal and Sales acumen: You lead great discovery to uncover customer issues and goals. You understand what needs to take place within a customer partnership to lead to renewal and creates an intentional and thoughtful plan of action that leads to these outcomes.

About this role

We are looking for a Customer Success Specialist to join our Commercial Customer Success team. At the heart of this role is to partner with corporate customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. We’re a global team looking for someone who is passionate about making our customers successful. To achieve this, we leverage a combination of automated programs, 1:many strategies and thoughtful human intervention when it's most impactful. 

We have established processes, however, our nature is to always be on the look out for smarter and more scalable ways of doing our work. If a fast paced environment is what you thrive in, this role might be just the right one for you!

What you’ll be doing

• Manage the success of a portfolio of ~500 Udemy Business (UB) customers in North America who are investing in the platform for their team, department, or small organization (