Top Customer Success & Experience Jobs

Lead and unify LATAM Customer Success team to drive retention, expansion, and product adoption. Set regional CS strategy, coach CSMs, manage escalations, partner with Sales, Renewals, Product, and Support, and use data to improve customer health and growth.

Lead a team of ~10 Customer Success Managers across South East Asia and Oceania to drive account health, renewals, and expansion. Act as executive sponsor for key accounts, run business reviews, influence product roadmap, recruit and coach talent, and collaborate cross-functionally with Sales, Product, and Marketing to deliver customer value and revenue growth.

Lead end-to-end 8-12 week onboarding engagements for strategic enterprise customers, configuring the Udemy Business platform, delivering training and integrations (e.g., SSO), mentoring junior consultants, and ensuring smooth handoff to Customer Success while shaping scalable onboarding playbooks and capturing customer insights.

Manage a portfolio of 150+ enterprise renewals across EMEA to ensure on-time retention and high dollar-over-dollar renewal rates. Negotiate terms with procurement, prepare proposals and contracts, partner with Customer Success and Account Executives to drive upsells, maintain a four-month rolling forecast, and track activity in Salesforce while coordinating with Finance and Legal.

Resolve complex customer escalations with empathy and cross-functional coordination; lead operational improvement projects end-to-end; provide coaching to frontline support; generate data-driven insights for content/wiki management and operational excellence; mentor junior team members and communicate outcomes to stakeholders.