Director, Digital Customer Success Denver

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

About Your Skills

• Vision and Innovation:
  Generating and implementing creative solutions and forward-thinking strategies that enhance customer success operations, improve processes, and drive meaningful value for both customers and the organization.

• Leadership:
  Inspiring and guiding teams toward achieving ambitious customer success goals while fostering collaboration, professional development, and a culture of excellence that empowers others to reach their full potential.

• Customer Engagement:
  Building meaningful connections with customers across digital touchpoints to foster long‑term relationships, drive product adoption, and cultivate strong advocacy that fuels business growth.

• Customer
  
  Experience:
  
  Designing and optimizing end‑to‑end customer journeys that enhance satisfaction by thoughtfully managing every interaction and touchpoint throughout the customer lifecycle.

• Customer Relationship Management:
  Leveraging technology and data insights to manage customer interactions effectively, analyze behavioral patterns, and create personalized experiences that drive satisfaction and revenue growth.

• Project Management:
  Leading cross‑functional initiatives from conception to completion, coordinating teams and resources to deliver strategic customer success outcomes within defined timelines and budgets.

About This Role

As Director of Digital Customer Success, you will lead our digital customer success strategy from vision through to execution to drive customer retention, expansion, and advocacy in our rapidly growing customer base. This role offers the opportunity to shape the future of how we engage with customers digitally while building scalable processes that directly impact revenue growth and customer satisfaction.

What You'll Be Doing

• Develop and execute comprehensive digital customer success strategies that drive product adoption, reduce churn, and increase customer lifetime value

• Lead and mentor a team of customer success professionals focused on the digital customer experience, fostering a culture of excellence and continuous improvement

• Design and implement scalable customer success programs that can effectively serve diverse customer segments

• Partner with customer success leadership, product, marketing, and sales teams to create seamless customer experiences across all digital touchpoints

• Analyze customer data and success metrics to identify trends, opportunities, and areas for improvement in the customer journey

• Build strong relationships with key enterprise customers, serving as an executive sponsor for strategic accounts

• Drive cross‑functional digital initiatives to enhance customer onboarding, adoption, and expansion processes

• Present customer insights and success metrics to executive leadership, providing strategic recommendations for business growth

What You'll Have

• Proven track record of leading customer‑focused teams in a SaaS or technology environment, with demonstrated results in customer retention, satisfaction, and growth

• Experience developing and executing digital customer success or customer experience strategies that scale across large customer bases

• Strong analytical skills with the ability to leverage data and metrics to drive decision‑making and…