Customer Success Manager, Commercial

Hybrid work

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other locations. Our US-based offices are in San Francisco, Denver, and Austin.

This hybrid position requires two days per week in the office at the nearest hub, Mumbai.

Learn more about us on our company page.

About you

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internal with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

The Commercial CSM owns the customer's post-sale journey; onboarding and enabling to customers’ to ensure a positive experience that leads to renewals, as well as identifying opportunities for renewals,  cross sales opportunities and upsells.

Using a range of supporting technologies (eg Salesforce, Gainsight)  you will have a cadence in place to regularly meet with your cross-functional colleagues including the sales team.

What you'll be doing

• Proactively owning and managing the success of 30-35 Udemy for Business customers across the Asia Pacific region. 
• Developing individual success plans to ensure Udemy for Business adoption, expansion and loyalty for each of your customers
• Consulting with customers on their internal learning and development strategy, and influence leaders to drive change across their organization
• Creating and implementing engagement strategies to generate awareness and drive usage of Udemy for Business to help customers meet their business objectives
• Building and maintaining executive-level relationships through our role as trusted advisors
• Working with our Renewals Managers’ and sales, to develop account expansion strategies to hit upsell targets and renew customer contracts
• Collaborating with product management to surface customer requests and help translate customer feedback into product requirements

What you’ll have 

While this work is based more on the skills a person has than what they have done, we think a typical profile could include the following: 

• Welcome the culture we have outlined and understand and are prepared to live and breathe our values in everything you do
• Have at least 3+ years of B2B SaaS customer success, account management, consulting and/or sales experience
• Have previous demonstrated experience delivering a revenue or renewal target and working with mid-market and enterprise-level accounts across APAC
• Can use Salesforce and or Gainsight 
• Bonus points if you have experience working with HR/L&D customers

About Your Skills

• Account Strategy: CSM showcases a consultative approach that is proactive, growth, results driven and relationship-focused to their strategic accounts
• Account Management: CSM continually demonstrates a proactive approach to the alignment and success of the key milestones throughout the customer journey
• Risk Management: CSM full owns and displays a no excuses approach and full accountability to the identification of risk triggers and effective risk management
• Renewal Management: CSM continuously displays full ownership to the management of all renewals in their book of business.  This includes proactive internal and external relationship-building, ongoing value demonstration, renewal planning and readiness prep to ensure a smooth and transparent transition between CSM and renewals manager
• Advocacy: CSM demonstrates continued focus on nurturing strong relationships with customers from Program Manager to Exec Sponsors to turn them into enthusiastic advocates for Udemy (the product and the service)
• Governance: CSM actively owns and adheres to administrative and compliance elements of their roles autonomously, without the need for continued follow up

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 Udemy

We 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. Ouång & 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. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

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. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the India:

• Core Benefits: Comprehensive medical, life and income protection coverage

• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement. 26 weeks paid maternity leave for birthing parents as well as a two-week “ease-back” program that enables parents to return part-time at full pay

• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

• Retirement: 12% of your base salary or INR 1,800 per month

• Charitable Giving: Corporate charitable match for eligible nonprofits and charities

• Holidays: 25 paid holidays throughout the year plus bank holidays

About our APAC region 

When you join Udemy in our Asia Pacific (APAC) region, you’ll have the chance to help our globally established business grow locally. We have a solid foundation and a great reputation — and you can be part of the next stage of our journey.

Our investment in the region is significant, with offices in Australia and India and an expanding presence in Singapore, Indonesia, Japan, and beyond. It comes with countless opportunities to make learning more accessible to millions. You’ll work with various cultures with unique needs, affording you the chance to learn and progress in your career. And that progression doesn’t come at the cost of work-life balance; people are at the heart of our mission, which is why we’re committed to looking after ours. 

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