Strategic Enterprise CSM Manager Renewal

You are a thoughtful, strategic, goal-driven person who thrives in a collaborative environment. You’re motivated by being accountable for the growth and success of your team and Udemy’s largest and most strategic customers. You have the confidence and creativity to experiment to drive better outcomes, and you leverage data to understand success and opportunity for your team and for customers. You have a history of success driving high-impact teams and forming strong relationships with customer executives..

You are excited to work cross-functionally with multiple teams including Sales, Marketing, Professional Services, and Data Science to achieve better outcomes for your team, for Udemy’s customers, and to drive revenue expansion.

About this role

The Manager of Strategic Customer Success, based in the US, will play an active role as a member of the North American Customer Success leadership team and is responsible for overseeing the daily and long-term goals of their team and the overall business. In this role, you will be responsible for forecasting and executing against retention and growth goals based on deep knowledge of our customers with your analytical mindset.

What you'll be doing

• Hire, retain, and develop a highly experienced team of Strategic Customer Success Managers with responsibility for achieving quarterly and annual retention, expansion, and advocacy goals.
• Effectively forecast against revenue targets, and closely manage pipeline with CSMs.
• Build strong executive relationships at the VP+ level and act as a strategic thought partner with our largest customers. Serve as a point of escalation for customers.
• Develop and implement strategies and processes to enable the team to effectively identify and manage risk and opportunities in its portfoio.
• Build and maintain a culture which fosters teamwork, collaboration, and continuous. learning while maintaining high expectations and a high bar for excellence.
• Coach CSMs on navigating complex customers and challenges on topics like executive engagement, driving adoption, risk mitigation, and expansion.
• Manage a portfolio of 100 accounts and $45M ARR with expectations to grow and retain revenue and build and facilitate a proactive, collaborative relationship with cross functional partners at the Director+ level.
• Up to 20% travel to facilitate in-person Executive Business Review and strategic customer meetings with CSMs, and internal team/leadership meetings

What you’ll have

• Intensely curious, lifelong learner with 5+ years of successful Customer Success leadership targeting Enterprise accounts and ownership over revenue metrics
• Demonstrated ability to build and nurture trusted relationships with executives (VP+)
• Demonstrated ability to lead and grow Customer Success professionals, maximizing performance and exceeding team goals, including ability to effectively coach direct reports in closing complex deals
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes

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,…