Program Manager, Customer Success Operations

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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 Turkiye. This is an in‑office position requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

• Project Management:
  Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.
• Project Management Technologies:
  Strong proficiency in project management tools.
• Cross‑functional
  
  Collaboration:
  
  Experience working cross‑functionally with teams such as Sales, Marketing, and Product.

We are looking for an experienced Program Manager to join our Customer Success Operations team. This role will focus on developing, implementing and maintaining programs that enhance customer experience, drive retention, and support the overall growth of our customer success organization.

• Project Management:
  Drive cross‑functional projects, transformational projects, and change management projects in partnership with CS Leadership.
  • Examples of specific projects:
    Customer Advisory Board ownership, Winback Program management.
• Design, implement, and manage customer success programs and initiatives.
• Develop standardized processes and workflows to improve operational efficiency.
• Create and maintain program documentation, playbooks, and best practices.
• Monitor program performance and implement continuous improvement strategies.
• Training and Support:
  Provide ongoing training and support to the Customer Success team on tools, process and policies. Create training materials and best practice documentation.
• Collaborate cross‑functionally with Sales, Marketing, Product, and Engineering to align customer success strategies and programs across teams.

• Experience:
  
  5+ years of experience in Program/Project Management roles ideally across a Customer Success Operations, Customer Success Management discipline.
• Knowledge of customer success methodologies and frameworks.
• Experience with project management platforms.
• Prior experience in a SaaS environment.
• Tech‑savvy:
  Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.
• Customer‑centric Mindset:
  Passion for creating outstanding customer experiences and helping teams achieve that goal.

Base salary range: $118,000 — $147,000 USD. Eligible for equity.

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 Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits pages. For details on region‑specific benefits, please refer to the information provided during the hiring process.

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.

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