Provides operational support to Udemy Business customers by managing licenses, configurations, learning paths, catalog recommendations, reporting, support requests, and platform adoption activities. The role serves as a knowledgeable partner to customer administrators, facilitates training and webinars, coordinates requests across accounts, identifies improvement opportunities, and escalates issues to appropriate internal teams.

Leads the LATAM Customer Success organization, owning retention, expansion, adoption, and customer health goals. Manages and develops Customer Success Managers, builds a high-performance team culture, engages executive stakeholders, resolves strategic account escalations, and partners with Sales, Renewals, Product, Marketing, Support, and Engineering. Uses customer success analytics and CRM platforms to identify risks, improve processes, forecast renewals, drive expansion, and communicate customer insights across the business.

Leads customer success for corporate, campus, and government customers across Southeast Asia and Oceania. Manages approximately 10 Customer Success Managers, driving account health, adoption, renewals, expansion revenue, customer engagement, and executive relationships. Develops regional customer success strategies, coaches and retains team members, sponsors key accounts, influences product and go-to-market strategy, and partners with Sales, Marketing, Product, and Renewal teams.