Customer Success Operations Manager

This hybrid position requires two days per week in our Austin office.

About you 

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

About this role 

We are looking for a Customer Success Operations Manager to drive the effectiveness and efficiency of our Customer Success team. This role will report to the Director of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders.  The Customer Success Organization encompasses; Customer Success, Renewals, and Professional Services.

What you'll be doing

• Project Management: Drive cross functional projects, transformational projects, and change management projects in partnership with CS Leadership
• Gainsight Administration: Support the implementation, configuration, and continuous optimization of Gainsight to meet the needs of the Customer Success team. This includes creating and managing reports, dashboards, workflows, playbooks, and automations.
• Process Optimization: Design, document, and implement scalable processes that improve the effectiveness of the Customer Success team. Identify and streamline inefficient processes and ensure consistent use of systems and tools.
• Policy Documentation and Management:  Support the development, documentation and implementation of Customer success related policies
• Performance Metrics: Track, analyze, and report on Customer Success metrics, such as customer retention, product adoption, and churn rates. Ensure the CS team has the right metrics to monitor their success. Partner with our Data and Analytics team to provide actionable insights and analysis to the Customer Success team through data visualization and reporting.
• Customer Health Monitoring: Manage the customer health score frameworks within Gainsight, leveraging both qualitative and quantitative data to proactively identify at-risk customers and recommend strategies for intervention
• 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.
• Cross-functional Collaboration: Partner with Sales, Marketing, Product, and Engineering teams to ensure alignment on customer success strategies and smooth integration of data across systems.

What you’ll have

• Experience: 5+ years of experience in Customer Success Operations, Customer Success Management, or a similar role
• Gainsight Expertise: 2+ years of experience administering Gainsight, including the ability to create workflows, dashboards, and customer health monitoring systems.
• Experience with SQL, BI tools, or similar.
• 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

About your Skills

• Process Improvement: Proven track record of improving and scaling customer success processes in a fast-paced environment.
• Cross-functional Collaboration: Experience working cross-functionally with teams such as Sales, Marketing, and Product.
• Project Management: Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.
• Communication: Excellent verbal and written communication skills, with the ability to present complex information in an understandable and actionable way.

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, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

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 will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage

• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions

• Transgender Benefits: Expanded medical coverage for gender-affirming care

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution

• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly

• Holidays: Twelve paid holidays throughout the year

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