Udemy
Large Enterprise Customer Success Manager
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ June 25th, 2025
SaaS
Edtech.com's Summary
Udemy is hiring a Large Enterprise Customer Success Manager. This role involves partnering with enterprise customers post-sale to ensure successful adoption of Udemy Business, driving retention and expansion through strategic engagement, and collaborating across departments to support customer goals. The position requires proactive management of large accounts, focusing on revenue growth and building strong executive relationships.
Highlights
- Manage a portfolio of enterprise-level customers to promote retention and expansion.
- Act as a subject matter expert on the Udemy Business platform, advising on learning and development strategies.
- Build and maintain trusted executive-level relationships through regular business reviews.
- Collaborate with Sales to develop account strategies targeting renewals and upsell opportunities.
- Design internal promotion programs to increase platform engagement within customer organizations.
- Relay customer feedback to product management to align development with user needs.
- Partner with Marketing to leverage customer stories as advocates through case studies and media.
- Develop and enhance processes and resources to improve Customer Success team efficiency.
- Required skills include strategic thinking, project management, and excellent communication.
- Requires 5-8 years of B2B SaaS experience with enterprise accounts, understanding of customer integration concepts (SSO, APIs), and expertise in complex deal negotiation.
Large Enterprise Customer Success Manager Full Description
Large Enterprise Customer Success Manager
United States
Join Udemy. Help define the future of learning.
Udemy is an AI-powered reskilling 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.
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 (East Coast Preferred).
About your skills
- Strategic Mindset: Ability to think critically and creatively about long-term goals, analyze complex information, adapt strategies to changing conditions, and collaborate effectively to drive sustainable success and innovation.
- Project Management: Be a trusted advisor by providing superior project and time management abilities, with strong attention to detail, allowing for effective handling of multiple priorities.
- Communication & Collaboration: Exceptional verbal and written communication skills that foster clear interactions and effective teamwork with clients and colleagues.
- Resourcefulness: Ability to quickly adapt in a fast-paced environment while creatively finding solutions and contributing to sustainable processes that enhance a world-class global customer experience.
About the Role
As a Large Enterprise Customer Success Manager, you excel at partnering with valued customers post-sale to ensure their successful adoption of Udemy Business and help them achieve their goals. You build strong relationships with learning champions and executives, thrive on engaging with customers on-site, and prioritize collaboration across departments like Marketing, Product, and Sales.
Driven by revenue, you take ownership of renewals and actively pursue upsell opportunities, sharing a commitment to exceed goals with the Sales team. Using a consultative mindset, you engage deeply with customers to help them plan learning strategies, deploy programs, and measure success, leveraging your creativity and experience to delight and engage our rapidly expanding customer base.
What you'll be doing
- Proactively manage a portfolio of enterprise-level Udemy Business (UB) customers, prioritizing retention and expansion through tailored engagement strategies and individualized success plans.
- Serve as a subject matter expert on the UB Platform, guiding customers in their learning and development strategies to foster organizational growth and transformation.
- Grow and maintain trusted relationships at the executive level, positioning yourself as a valued advisor on learning and development strategy, and establish an Executive Business Review cadence.
- Collaborate with Sales to create account strategies focused on retention goals, upsell opportunities, and onboarding new customers, ensuring successful project management and continuous support.
- Design and launch internal promotion programs to increase awareness and drive engagement with UB within customer organizations.
- Establish a feedback loop with product management to relay customer requests, ensuring alignment of product development with customer needs and expectations.
- Work with the marketing team to identify case study opportunities and develop customers as advocates through media exposure.
- Develop and refine internal and customer-facing processes, programs, and resources to drive efficiency and enhance the effectiveness of the Customer Success team.
What you’ll have
- 5-8 years in B2B SaaS customer success, account management, consulting, or sales, specifically with enterprise-level accounts (>$150k ACV) and HR/L&D customers.
- Demonstrated ability to cultivate and maintain trusted relationships with clients to foster long-term partnerships.
- Proven capability to identify, negotiate, and successfully close complex deals that align with customer needs.
- Experience in formulating and implementing strategies to enhance the adoption and utilization of technology solutions.
- Fundamental understanding of customer integration concepts, including Single Sign-On, APIs, and feature customization.
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.
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 US Benefits, Ireland Benefits & Turkiye 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.
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