About the role

Reporting to the Director of Scaled Customer Success, the Program Manager, Scaled Customer Success will be a new key player on the Scaled Customer Success team, where we manage customers currently making smaller investments in Udemy Business, whether they’re a scrappy start-up or a multi-national organization. This individual will be responsible for auditing, iterating on, designing, and maturing our digital and 1:many customer success strategies. 

Your dual north stars are helping our customers achieve their desired business outcomes and to improve efficiency for the CS reps on the Scaled Customer Success team. You’ll know you’re successful if our customers are more engaged, renew at higher rates, and if our CS reps are spending more of their time in strategic conversations with our clients. 

As a deeply cross-functional role, you’ll work closely with our Customer Marketing and Product teams to drive alignment on a behavioral customer journey, as well as with our CS Operations team to support the execution of your digital initiatives. Our data science team will be a key partner in delivering answers to questions you ask to help shape 1:m communication strategies. Finally, you’ll also work with other CS leaders to find opportunities to plug scaled strategies into the higher-touch CS org. 

Data and research will be your best friends on the job. As part of your responsibility to design new and better programs, you’ll use data to inform your strategy about what to change, why to change it, and how. We expect that a successful programs strategy will require us to stay nimble and iterate often. You’ll help us create processes that leverage A/B testing and analytics to empirically demonstrate that we’re learning, refreshing, and improving over time. This also means you’ll help us identify gaps in our business intelligence and tech stacks that impede doing any of the above well, and will be able to influence the right stakeholders to help close those gaps. 

What you’ll be doing:

• Gain a deep understanding of our customer segment, including their engagement across key metrics; shape a data-driven opinion for how to segment and differentiate our communication 
• Responsible for working with the CS Operations team to execute launch digital communication programs from Gainsight
• Build out our webinar series plans; work with Scaled CS leadership to identify the highest-impact topics, cadences, and hosts. Track attendance and performance
• Evaluate collateral gaps in our ability to provide a robust, successful self-serve experience for customers and create a plan to fill them
• Stay on top of evolving service offerings for high-touch clients and, when appropriate, retrofit services to scale for the long-tail of customers
• Create processes to manage the complexity of a more sophisticated and differentiated communication strategy including but not limited to documentation, refresh cadence, and collateral audit (i.e. audit collateral included in communications and making sure they stay updated)
• Design program business intelligence capabilities that empower us to understand the reach and impact of our programs and work; work with CS operations to build
• Design systems that proactively identify bugs in our lifecycle communications and work with CS operations to resolve them
• Build strong working relationships with our Customer Marketing and Product teams to design a cohesive customer communication experience; keep them in the loop on the Scaled team’s plans and priorities and make sure you understand theirs 
• Keep the Sales team informed about substantial changes to our programs so that they are equipped to speak to service from the Scaled team with their prospects
• Work with the Data Science team as needed to help answer questions that shape our understanding of which programs to build or change
• Figure out how to best work with high-touch segment leaders to offer visibility into scalable approaches they might find useful 

We’re excited about you because you will have:

• Experience (5+ years) working on customer success programs in a B2B capacity across a variety of mediums (e.g. email, webinars etc.). Customer marketing could also work
• A proven track record of sound business judgment (e.g. how to decide where to spend your time, serving up measurable outcomes, etc.) powered by analytical skills and data-driven decision-making
• Strong problem-solving skills: you can learn about a problem, shape an opinion, and design a strategy based on what you learn
• The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate
• Experience working cross-functionally: you build collaborative relationships with your cross-functional partners. You understand other teams’ priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving
• The ability to keep projects on track work without hard deadlines
• A track record of receiving constructive feedback and turning it into gold. You’re also able to return the favor and deliver constructive feedback up, down, and laterally
• Exemplary written and verbal communication skills
• Advanced working knowledge of Salesforce and Gainsight
• Previous Sales or Customer Success experience is a plus
• Huge plus if you know enough SQL to be dangerous (by which we mean, helpful!) 

About the team

Our Customer Success MissionTo 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.

Our Customer Success Core Values

Strategic mindset

Resourceful

Inspirational

Trustworthy

Collaborative

#KM1

Udemy Benefits:

- Eligibility: Regular, full-time employees are eligible for Udemy’s benefit programs.

- Health Plans: Medical, dental, and vision coverage (100% coverage for employee-only).

- HSA/FSA/Commuter: Pre-tax savings/spending plans available; generous HSA employer contributions for those enrolled in the HDHP medical plan.

- Life/Disability: Employer-paid life insurance (supplemental available), in addition to short-term and long-term disability.

- Retirement: Access to 401(k) with annual employer contribution.

- Wellbeing: Corporate memberships for meditation and mindfulness, therapy and coaching, financial planning, primary care, telehealth, health advocacy, parent/newborn support, and employee discounts.

- Education: Free access to the entire course library on the Udemy and Udemy for Business platforms; annual stipend for external learning beginning at six months of employment.

- Charitable Matching Program: Employer match of monetary contributions to eligible nonprofits and charities that carry a 501(c)(3) tax status.

- Vacation: 15 days per year of Paid Time Off for hourly; flexible Discretionary Time Off for salaried.

- Parental Leave: 8 weeks of leave at 100% pay for parents who take time off from work following the date of birth, adoption, or foster placement beginning at six months of employment; this amount is in addition to pregnancy-disability benefits at 100% pay, if applicable.

- Holidays: 10 paid holidays throughout the year; during COVID-19, Udemy also provides roughly one “Wellness Day” per month while working from home.

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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