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About Udemy
Udemy is the world’s largest education platform with more than 30 million monthly visitors. Through our Consumer and Enterprise businesses, Udemy creates new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world. The Udemy consumer marketplace offers thousands of up-to-date courses in dozens of languages and provides the tools learners and instructors need to achieve their goals and reach their full potential. For companies, Udemy Business (UB) offers an employee training and development platform with subscription access to thousands of courses, learning analytics, as well as the ability to host and distribute their own content.
About the Role:
We are looking for a Customer Success Associate to partner with lower-spend customers post-sale to drive adoption and ensure customer satisfaction, growth and retention. We’re a small team looking for someone who is passionate about making our customers successful. Your opinion will matter and there will be room for creativity and experimentation. You will report to the Manager of Scaled Customer Success.
Here's what you'll be doing:
Manage the success of Udemy Business (UB) customers investing in the platform for their team, department, or small organization (<100 employees in North America)
Renew customer contracts and partner with Sales to achieve upsell targets
Be an expert on the UB Platform with a deep understanding of our technology and content
Proactively monitor our SMB customer base looking for both red flags and opportunities to increase revenue
Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
Effectively manage product onboarding and implementation for new SMB customers
Conduct online trainings for existing and new customers
Schedule and lead customer meetings
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
We're excited about you because you have:
Intensely curious, lifelong learner, resourceful, gets stuff done
1+ 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, startup environment, but also an interest in helping build sustainable processes
Experience managing accounts using Salesforce is preferred, but not required
Experience with Zendesk is preferred, but not required
