At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped nearly 80 million learners and more than 17,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. Learn more about us on our company page.
Where we Work
Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Türkiye and other US locations (Denver and Austin). This is an in-office position, requiring three days a week (Tuesday, Wednesday, Thursday) in the office and flexibility on Mondays and Fridays.
About your skills
Communication: You use your active listening skills to adapt to different customers and situations, communicating in a way that is clear and concise. You lead meetings and present decks that deliver impactful messages
Growth mindset: You are intensely curious and seek out internal and external resources in order to upskill within your roles. You gracefully give and receive feedback.
Organization: You leverage tools and processes that lead to effective management of accounts with exceptional attention to detail. You understand which day-to-day tasks need to be addressed first and utilizes appropriate judgement and awareness of how much time is spent on different tasks
Renewal and Sales acumen: You lead great discovery to uncover customer issues and goals. You understand what needs to take place within a customer partnership to lead to renewal and creates an intentional and thoughtful plan of action that leads to these outcomes.
About this role
We are looking for a Customer Success Specialist to join our Commercial Customer Success team in APAC. At the heart of this role is to partner with corporate customers post-sale to drive adoption and ensure customer satisfaction, growth, and retention. We’re a global team looking for someone who is passionate about making our customers successful. To achieve this, we leverage a combination of automated programs, 1:many strategies and thoughtful human intervention when it's most impactful.
We have established processes, however, our nature is to always be on the look out for smarter and more scalable ways of doing our work. If a fast paced environment is what you thrive in, this role might be just the right one for you!
You will report to the Manager of Commercial Customer Success.
What you’ll be doing
Manage the success of a portfolio of ~500 Udemy Business (UB) customers in the APAC region who are investing in the platform for their team, department, or small organization (<200 employees)
Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings
Negotiate and renew customer contracts and partner with Sales to achieve upsell targets
Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
Proactively monitor our customer base looking for both red flags and opportunities to increase revenue
Be a voice of the customer and proactively communicate customer feedback to cross-functional teams
Effectively manage product onboarding and implementation for new customers
Respond to questions from customers directly or route questions to appropriate resources for training or support
Support additional projects and tasks related to the broader Customer Success team
What you’ll have
Intensely curious, lifelong learner, resourceful, gets stuff done
1-2 years of B2B SaaS customer success, account management, consulting and/or sales experience
Love for teamwork and commitment to building a world-class customer experience
Outstanding verbal and written communication skills
Superior project, time management, and organizational skills
Excellent attention to detail
Ability to adapt quickly in a fast-paced environment, but also an interest in helping build sustainable processes
Experience managing accounts using Salesforce and Zendesk is preferred, but not required
#LI-TP1
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 UdemyWe 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.
Our Benefits Start with UOur benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits, Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
Top Skills
Udemy Melbourne, Victoria, AUS Office
Melbourne, Australia
