Enterprise Scaled Customer Success Manager - German

ABOUT THE TEAM:

Our Customer Success Mission is to empower all customers to achieve their business goals through learning so that Udemy is an indispensable resource, and to become a partner our customers adore. We will serve as strategic advisors and provide trusted support. We will be the voice of the customer internally and will foster strong cross-functional partnerships. Our customers’ success will be the engine that drives Udemy’s success.

Attributes we hire for:

Strategic mindset

Resourceful

Inspirational

Trustworthy

Collaborative

ABOUT THE ROLE:

We’re looking for an innovative, strategic customer success manager to manage a book of business of Enterprise (organisations with 5,000+ employees) accounts in EMEA who have purchased Udemy Business for small-to-medium sized teams and departments. Reporting to the EMEA Global Manager of Scaled Customer Success, you’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion. You’re excited to be only the second team member in this brand new position and to have the opportunity to shape the role. 

You’re passionate about supporting customers. You’re not just interested in keeping them at a baseline of health that keeps clients renewing - you want them to thrive and love Udemy Business enough to expand. You have experience working with Enterprise customers and understand the complexities of working with large organisations - how to manage layers of stakeholders, how to operate within complex organisation structures, and how these businesses think about ROI. You are also flexible and creative enough to leverage both high-touch and 1-to-many strategies (webinars, lifecycle email campaigns, etc.) to serve your customers. You have a “data and process brain” and gravitate toward creating scalable and efficient solutions. 

With the EMEA Global Manager of Scaled Customer Success, you’ll develop the strategy for how to support Enterprise clients in this customer tier. You’ll become the expert on the unique needs of this segment and how to best support them, sharing your insights across teams like Marketing, Product, and the wider Enterprise Customer Success department. 

 Here’s what you’ll do:

• Manage a book of approximately 250-300 Enterprise customers for Udemy Business customers in EMEA, including our thriving DACH region (Germany, Austria and Switzerland).
• Be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies
• Renew customer contracts and partner with Sales to achieve retention and upsell targets
• Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments 
• Based on what you learn, develop communications programming and customer lifecycle playbooks specifically tailored for the Enterprise experience of small-to-medium sized teams or departments; work with our Gainsight administrator and/or Marketing team to bring them to life
• Work collaboratively with the Enterprise Customer Success Department to ensure your strategies create a cohesive customer experience throughout the Enterprise Customer Success vertical 
• Be an expert on the Udemy Business Platform with a deep understanding of our technology and content
• Surface customer requests and help translate customer feedback into product requirements
• Conduct online product trainings for existing and new customers 
• Schedule and lead customer meetings 
• Respond to questions from customers directly or route questions to appropriate resources for training or support
• Collaborate as needed with our Finance team to support customers’ payment, billing, and invoicing needs

We’re excited about you because you have: 

• 3+ years of customer success experience in B2B SaaS organisations, or 2+ years working with Enterprise clients in B2B SaaS organisations
• Proven experience identifying, nurturing, and successfully expanding existing customer accounts 
• Been accountable to a revenue goal 
• Working proficiency in German and English
• Superior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wisely
• A data-driven approach
• Comfort innovating and evolving within your role
• Experience collaborating across teams toward a common goal  
• Experience with customer journey mapping and customer segmentation
• Experience with designing and implementing scalable customer communications and programs
• The ability to thrive in fast-paced, ambiguous environments
• Familiarity with Gainsight, Salesforce, and/or Zendesk (a plus)

About Udemy

We believe anyone can build the life they imagine through online learning. Today, millions of students around the world are advancing their careers and passions by exploring and mastering new skills on Udemy, and expert instructors are able to share their knowledge with the world. Through our global marketplace and our solutions for businesses and governments, we connect people everywhere with the skills they need for success in work and life. We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious belief in the power of learning and teaching to change lives. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.

Founded in 2010, Udemy is publicly traded and headquartered in San Francisco’s SOMA neighborhood with offices in Denver (Colorado), Dublin (Ireland), Ankara (Turkey), Gurugram (India), and São Paulo (Brazil).

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