Strategic Customer Success Manager

We’re searching for a seasoned and passionate Strategic Customer Success Manager to join our growing team. If you’re an expert in building long-term, strategic relationships with senior executives at Fortune 500 companies, and you thrive in a collaborative, fast-paced environment, this is the role for you!

• 7-8 years of experience in B2B SaaS customer success, account management, or consulting.
• A proven track record of successfully engaging with senior executives at large organizations to drive customer retention, satisfaction, and business growth.
• Ability to develop strong, mutually beneficial relationships with high-value customers to help them achieve their business goals and outcomes.
• Experience in collaborating with internal teams to address customer needs, and a knack for identifying growth opportunities that bring measurable results.
• Expertise in working with professional services to optimize the time-to-value for new and expanding accounts.

• Proactively build and nurture relationships with strategic accounts, diving deep into their business objectives, challenges, and growth opportunities.
• Serve as the primary point of contact for your accounts, ensuring that customer expectations are not only met but exceeded.
• Develop and refine tailored success plans that focus on maximizing adoption, retention, and expansion while delivering valuable outcomes.
• Own the onboarding process for new and expanding customers, ensuring a seamless transition to our products and services.
• Gain a comprehensive understanding of Udemy’s offerings and effectively communicate their value to customers.
• Turn happy customers into brand advocates, generating testimonials, case studies, and referrals to support sales and marketing efforts.
• Consult with customers on their learning and development strategy, challenging them to drive positive organizational change.
• Spot and create opportunities for account expansion and identify upsell potential to ensure continuous customer success.
• Leverage data insights to track account health and identify trends, using this information to inform strategic decisions.
• Collaborate cross-functionally with teams like Sales, Marketing, Professional Services, Product Development, and Support to deliver a unified, customer-centric experience.

In your first month, you will:

• Complete structured new-hire onboarding and become familiar with all key resources.
• Partner with your mentor to receive hands-on, role-specific training.
• Meet with your manager to define success in your role and set clear expectations.
• Get to know the internal teams that will support your efforts and understand their roles.
• Begin developing your book of business alongside your manager.

By the end of the next 60 days, you will:

• Feel confident and ready to take on your first customer engagements.
• Continue learning with your mentor and ramp up your knowledge and expertise.
• Establish strong partnerships with Account Executives, aligning on account strategies and growth initiatives.
• Take full ownership of your book of business and be proficient in using our systems and tools to manage customer relationships.
• Participate in customer meetings, including executive-level business reviews, and be able to clearly articulate the value of Udemy’s solutions.

About the Team: This role reports to the Manager of the Strategic Customer Success Team based in Dublin, Ireland. You will be supported by a friendly, dynamic, and highly collaborative team of Customer Success Managers who are eager to help you thrive in your new role.

• You’ll have the opportunity to shape the customer experience for some of the world’s largest organizations.
• You’ll be part of a highly collaborative, global team with a shared passion for customer success.
• You’ll have the chance to work with a market-leading product that’s empowering individuals and businesses worldwide to unlock their full potential.

If you’re ready to make an impact, drive growth, and work alongside a talented team that’s dedicated to customer success, we’d love to hear from you!

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