Customer Success Manager, Team Lead

Udacity; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Udacity, now an Accenture company, is looking for a Team Lead for its Customer Success Manager team in North America. In this role, you will guide your team to enhance customer engagement, coach clients on product usage, and develop strong relationships to ensure client success. The ideal candidate will have a background in customer success, strong leadership skills, and a passion for customer satisfaction in a rapidly growing tech-focused environment.

Qualifications

• 2+ years of leadership experience managing an enterprise level Customer Success team.
• 4+ years in customer-facing roles in customer success, account management or consulting.
• EdTech background preferred.

Responsibilities

• Empathize with and prioritize customer needs.
• Coach and guide the Customer Success team.
• Build customer engagement and satisfaction.

Skills

Leadership

Customer Relationship Management

Communication

Problem Solving

Education

Bachelor’s Degree

Job description

About Us

Udacity is on a mission of forging futures in tech through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey.

Udacity is now an Accenture company, and exciting things are happening! Our Enterprise Customer Success team is passionate about helping companies and their
employees realize the power of Udacity’s training at scale. We are proud to empower the world’s leading companies with training in the latest technologies used to develop powerful new products and services.

We are actively seeking a Team Lead to our Customer Success Manager team in North America! Our ideal candidate is customer obsessed, and an experienced leader with a proven track record of providing highly-professional, value-based service to executives and managers at Fortune 1,000 companies. In this critical role, you will guide your team to effectively shape early-stage qualification activity, demonstrate value with the metrics clients care about, build champions outside of our install base, and develop deep ongoing customer relationships to maximize learner engagement and satisfaction.

Location: While this is a remote based position, we will only consider qualified candidates who are currently residing in the United States. No relocation assistance or visa sponsorship is offered at this time.

What you'll do:

• Empathize with every aspect of the customer experience, putting customers' needs first.
• Guide and coach your team, customer executives, managers, and employees with a dedicated customer success process. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and driving strong renewal and upsell rates.
• Coach customers to be product experts and train their teams on Udacity methodologies so they become increasingly self-sufficient.
• Identify common customer challenges and actively suggest better solutions.
• Partner with Udacity's Sales team to help them be more effective.
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers.
• Craft customer on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets.
• Help drive customer references and case studies.

What we value:

• 2+ years of leadership experience managing an enterprise level Customer Success team
• 4+ years of experience in a customer-facing customer success, account management or strategic consulting organization. Software or education experience a benefit.
• EdTech background strongly preferred
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
• A strong desire to learn and define an emerging function in a rapidly growing and dynamic startup environment
• Strong interpersonal skills and experience building internal and external relationships.
• Consistent track record of highly-professional customer service in a fast paced, dynamic environment.
• Diplomacy, tact, and poise under pressure when working through customer issues.

Fluency in both English (written and verbal)is required

What We Do

Forging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve.

Don’t stop there! Please keep reading...

You’ve probably heard the following statistic: Most male applicants only meet 60% of the qualifications, while women and other marginalized candidates only apply if they meet 100% of the qualifications. If you think you have what it takes but don’t meet every single point in the job description, please apply!

We believe that historically, many processes disproportionately hurt the most marginalized communities in society- including people of color, working-class backgrounds, women and LGBTQ people. Centering these communities at our core is pivotal for any successful organization and a value we uphold steadfastly. Therefore, Udacity strongly encourages applications from all communities and backgrounds.

Udacity is proud to be an Equal Employment Opportunity employer. Please read our blog post for “6 Reasons Why Diversity, Equity, and Inclusion in the Workplace Exists”

Last, but certainly not least…

Udacity is committed to creating economic empowerment and a more diverse and equitable world. We believe that the unique contributions of all Udacians is the driver of our success. To ensure that our products and culture continue to incorporate everyone’s perspectives and experience we never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, or any other basis protected by federal, state or local laws.

As part of our ongoing work to build more diverse teams at Udacity, when applying, you will be asked to complete a voluntary self-identification survey. This survey is anonymous, we are unable to connect your application with your survey responses. Please complete this voluntary survey as we utilize the data for diversity measures in terms of gender and ethnic background in both our candidates and our Udacians. We consider this data seriously and appreciate your willingness to complete this step in the process, if you choose to do so.

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