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Customer Success Specialist

🇺🇸 Hybrid - CO

🕑 Full-Time

💰 $68,000 - $85,000

💻 Customer Success

🗓️ March 25th, 2024

B2B SaaS Salesforce
About Us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 67 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

This hybrid position requires two days per week in our Austin, Denver, or San Francisco office. 

About you

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

 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, so 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 300-400 Udemy Business (UB) customers in both Latin America and North America who are investing in the platform for their team, department, or small organization (<200 employees)
  • Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings
  • Negotiate and renew customer contracts and partner with Sales to achieve upsell targets
  • Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
  • Proactively monitor our customer base looking for both red flags and opportunities to increase revenue
  • Be a voice of the customer and proactively communicate customer feedback to cross-functional teams
  • Effectively manage product onboarding and implementation for new customers, conduct online trainings for existing and new customers, respond to questions from customers directly or route questions to appropriate resources for training or support, and support additional projects and tasks related to the broader Customer Success team

What you’ll have:

  • Intensely curious, lifelong learner, resourceful, gets stuff done
  • 1-2 years of B2B SaaS customer success, account management, consulting and/or sales experience
  • Love for teamwork and commitment to building a world-class customer experience
  • Outstanding verbal and written communication skills
  • Superior project, time management and organizational skills
  • Excellent attention to detail
  • Ability to adapt quickly in a fast-paced, startup environment, but also an interest in helping build sustainable processes
  • Experience using Salesforce and Zendesk is preferred, but not required

We understand that not everyone will match each of the above 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!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

  • We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  • Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  • Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  • We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

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 will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

  • Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
  • HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
  • Transgender Benefits: Expanded medical coverage for gender-affirming care
  • Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay
  • Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support
  • Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
  • Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
  • Charitable Giving: Corporate charitable match for eligible nonprofits and charities
  • Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
  • Holidays: Twelve paid holidays throughout the year

Information regarding data privacy is available within the Udemy Careers Privacy Notice.

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits, equity and uncapped OTE.

Base Salary Compensation Range
$68,000—$85,000 USD