Manager, Customer Retention Marketing

About us
At Udemy, we're on a mission to improve lives through the power of learning. We're a leading global learning company and one of the world's largest education platforms, with more than 57 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals.
Talented people are everywhere, and the right opportunity can be hard to come by. That's why we're focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.
Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and the US. Learn more on our company page .
About you
You've got goals, and you're energetic when it comes to working toward them. You want to enter an environment that welcomes diverse experiences and broadens your own. With the right support from your team, you're not afraid to embrace your creativity and take risks that have the potential to move the business forward.
About this Role
Udemy Business is looking for an experienced B2B Customer Marketing Manager to evolve and manage our global customer experience around onboarding, adoption, and retention. This is a hands-on, management role, where you'll be leading a small, talented team to develop marketing campaigns that onboard, engage, and retain Udemy Business customers, and create enablement tools that empower customer facing teams to do the same.
This position reports to the Director of Customer Marketing and can be based in San Francisco or Denver.
What you'll be doing:

• Own end-to-end development and management of global retention campaigns across channels (e.g. in-product, email, etc.), including strategy, copy development, campaign setup, A/B testing, localization, reporting, and optimization to increase activation, engagement, adoption, and retention
• Manage a small team of marketers and ensure their continued development and growth within the organization
• Define the segmentation strategy that enables personalization at scale
• Courageously test and improve all marketing streams to optimize the customer experience
• Partner with DS, CS, and Renewals teams to develop and optimize programs for at-risk customers
• Collaborate with the analytics team to create reporting and dashboards in order to better understand campaign performance and create transparency across the organization
• Partner closely with the engineering team to oversee customer data martech stack and look for opportunities to evolve automation and workflows
• Ensure best practices and continue to improve the workflow of the customer lifecycle marketing team, identifying operational efficiencies, and vetting 3rd party tools to support team goals
• Work across teams (Data Science, Product Marketing, Community, Customer Success, Legal) to gain alignment and contribute to company OKRs
• Present regularly on program performance and successes to senior leaders across the organization

What you'll have:

• 4-6 years experience managing B2B, subscription-based, digital retention marketing programs
• Management and team development experience
• In-depth knowledge in digital marketing, especially in omni-channel CRM/Lifecycle marketing and retention/engagement strategies and personalization tactics
• Strong analytical prowess with proven ability to derive insights that inform marketing strategy
• Solid understanding of testing frameworks and methodologies and the ability to design end-to-end experiments
• Ability to effectively prioritize and execute tasks in a fast-paced environment
• Critical thinking skills, with a problem-solving mindset, positive attitude, and team-orientation
• Experience building compelling and creative campaigns
• Excellent interpersonal, presentation, communication, and writing skills
• Strong collaboration skills,, with an ability to influence cross-functional teams to drive performance objectives
• Experience using CRM automation tools (Braze or similar) and analytics & data visualization tools (i.e. Looker)

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. 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. 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 purpose-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 United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
• Transgender Benefits: Expanded medical coverage for gender-affirming care
• 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 (plus up to six to ten weeks of paid disability 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, virtual family care, reproductive health, breastmilk shipping, and caregiving support
• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
• Charitable Giving: Corporate charitable match for eligible nonprofits and charities
• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
• Holidays: Twelve paid holidays throughout the year

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Would you like to learn more about Udemy? Here are a few resources:
How Udemy Started [video]
Investor Overview
The hiring range for this position is $124,000 - $170,500. Actual compensation is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for benefits and equity.
Information regarding data privacy is available within the Udemy Careers Privacy Notice .