Enterprise Customer Success Manager

Udemy; São Paulo; Presencial; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A leading company in online education is seeking an Enterprise Customer Success Manager to enhance customer satisfaction and retention. This role involves managing a portfolio of enterprise clients, developing success plans, and fostering strong relationships to drive customer growth. The ideal candidate will have extensive experience in B2B SaaS, be trilingual, and possess a strategic mindset to implement effective learning solutions.

Qualificações

• 7+ years of experience in B2B SaaS customer success or related fields.
• Experience working with enterprise-level accounts (> $150K ACV).
• Ability to build and nurture trusted relationships.

Responsabilidades

• Manage success of a portfolio of 25-35 enterprise-level customers.
• Develop individual success plans for customer adoption and loyalty.
• Consult on internal learning and development strategies.

Conhecimentos

Trilingual (English, Spanish, Portuguese)

Relationship Management

B2B SaaS Customer Success

Account Management

Consulting

Sales

Strategic Development

Descrição da oferta de emprego

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About Us
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 a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

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 internally 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
We are looking for an Enterprise Customer Success Manager to partner with our largest customers post-sale to maximize the value our customers achieve with Udemy Business and ensure customer retention, satisfaction, and growth.

What you’ll be doing

• Proactively own and manage the success of a portfolio of 25-35 enterprise-level Udemy Business customers
• Develop individual success plans for each customer to ensure Udemy Business adoption, expansion and loyalty across your portfolio of customers
• Consult with customers on their internal learning and development strategy and challenge leaders to drive change across their organization; create and implement internal promotion programs within customer organizations to generate awareness and drive usage of Udemy Business
• Build and maintain trusted advisor relationships at the executive level
• Partner with Sales and Renewals Management to develop an account strategy for each Enterprise customer to hit retention and upsell targets
• Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.

What you’ll have

• Trilingual (English, Spanish and Portuguese required, supporting our LATAM customer base)
• 7+ years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts (> $150K ACV)
• Ability to build and nurture trusted relationships; experience working with HR/L&D customers
• Ability to identify, work and close complex deals
• Experience developing strategies to increase the adoption of non-compliance technology solutions
• Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)
• Experience deploying more than 1K licenses within a large organization
• Successfully managed multi-product solutions

At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to skills, qualifications, experience, and location. In addition to a base salary, this role is also eligible for benefits and equity.