Success Manager (EMEA)

Netflix is one of the world's leading entertainment services, with over 300 million paid memberships in over 190 countries enjoying TV series, films and games across a wide variety of genres and languages. Members can play, pause and resume watching as much as they want, anytime, anywhere, and can change their plans at any time.

The Team 

Content and Business Product Success uniquely sits between the teams developing the software products for Netflix Studio and the Studio employees & external partners who utilize these products. We are a Success Team that actively engages cross-functional teams daily to drive change management, lead user education, support go-to-market launch campaigns, positively influence product adoption, and partner in closing feedback loops with end-users, stakeholders, and Product teams.
 

The Role

The Content & Business Product Success Manager (SM) is a trusted advisor for building relationships, designing and delivering tailored learning experiences for end users, driving product adoption, and enhancing their engagement with Netflix-built apps. We are responsible for developing user communication & education strategies and implementing blended, scalable learning solutions. SMs foster relationships with specific user groups across various business functions, gather & interpret product feedback, and provide actionable insights into how products are received for our Product partners who manage roadmaps. 

This role is UK-focused, but success requires global thinking and proactive collaboration across regions to support users worldwide.

The role is based in our London office on a hybrid basis, with flexibility to work remotely. Occasional travel might be required.

Design – Create & Build

• Design and deliver scalable, blended learning experiences (e.g., instructor-led training, documentation, and digital content) that translate complex business workflows into clear, user-friendly content, tailored to a global audience and aligned with product go-to-market strategies

• Build and maintain a comprehensive library of learning resources and subject matter materials across a portfolio of products

• Develop and execute innovative communication and learning strategies that drive user engagement, product adoption, and overall user success, while serving as a strong user advocate within the Product & Technology organization

Deliver – Execute & Ship

• Lead end-to-end project management for communication and learning initiatives, including defining goals, creating project plans, coordinating across teams, and ensuring timely delivery

• Own communication strategies for product and feature launches, ensuring users understand workflow impacts, key changes, and value propositions

• Drive change management efforts that enable internal and external users to successfully adopt and gain value from new and evolving products

Partner – Collaborate & Align

• Partner with cross-functional stakeholders, including Product, Engineering, Insights, Data Management to define user learning goals, align on communication strategies, and support business objectives

• Collaborate with teams to ensure tools and workflows align with the reporting requirements and operational efficiency goals of the business functions you support

• Build strong relationships with Studio business partners, SMEs, and end users to foster trust, influence outcomes, and effectively represent user needs in product decisions

Inform – Analyze & Surface Insights

• Gather, analyze, and synthesize high volumes of information and user feedback from multiple teams, systems, and stakeholders to identify trends, surface actionable insights, and communicate them effectively across the organization

• Use data and insights to craft compelling narratives that communicate user experience, product performance, and adoption trends to Product and Business stakeholders

• Ability to understand and communicate domain-specific concepts and workflows to non-expert audiences in a clear and engaging way

Our ideal candidate will have the following experience, but don’t feel that you must have it all before you apply:

• Will thrive in our Culture;

• Has 5+ years of Learning and Development or Customer/User Success experience.  

• Language: English (Required) / Other European languages (nice to have)

• Deep GenAI fluency and comfortable with AI-powered productivity tools, used to produce high-quality learning and enablement materials that elevate the end-user learning experience

• Ability to design blended learning programs (set goals, create and deliver curriculum & all materials, gather data, measure effectiveness)

• Superb content creation skills for all learning materials (video, simulations, documentation)

• Skilled in delivering both in-person and online programs with strong facilitation skills.

• Proven track record of evaluating programs and putting in place effective measures to assess impacts on end users.

• Experience supporting system implementations, transformations, or change management initiatives within a specific business domain is a plus.

Inclusion is a Netflix value and we strive to host a meaningful interview experience for all candidates. If you want an accommodation/adjustment for a disability or any other reason during the hiring process, please send a request to your recruiting partner.

We are an equal-opportunity employer and celebrate diversity, recognizing that diversity builds stronger teams. We approach diversity and inclusion seriously and thoughtfully. We do not discriminate on the basis of race, religion, color, ancestry, national origin, caste, sex, sexual orientation, gender, gender identity or expression, age, disability, medical condition, pregnancy, genetic makeup, marital status, or military service.