Large Commercial Customer Success Manager

Large Commercial Customer Success Manager
Dublin, Ireland
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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 your Skills
Ability to build and nurture trusted relationships with decision-makers
Superior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wisely
Outstanding verbal and written communication skills
A data-driven approach and the ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes
About this role
We're looking for an innovative Customer Success Manager to manage a book of business of Commercial customers (organizations with up to 1,000 employees) in EMEA.
This role leverages automated lifecycle communication to focus on strategic one-on-one touch points with customers in moments that matter most.
The role involves driving engagement, revenue retention, and expansion within this client base.
Ideal candidates possess a passion for customer consultation, aiming not just for retention but also for fostering customer success and growth.
They understand the intricacies of small and medium-sized businesses and navigating multiple stakeholders.
Moreover, they excel in data-driven solutions and are eager to collaborate across teams to enhance customer experience and drive business outcomes.
You're not just great at building relationships; you also have a strategic mindset, using quantitative and qualitative information about your customers to inform how you manage your book, the solutions you provide, and the feedback you give to management.
We believe leadership is a skill, not a role; you are a leader who deeply understands customers and advocates for them within the business.
What you'll be doing:
Manage a book of approximately 60-70 large Commercial customers across the EMEA region
Be responsible for driving engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies
Renew customer contracts and partner with Sales to achieve expansion targets
Build and maintain trusted advisor relationships at the executive level and consult with customers on their internal learning and development strategy
Lead customer meetings along the full lifecycle: Kick-off, Partnership Planning, Business Reviews, Renewals, and ad hoc meetings
Develop individual success plans for each customer to ensure adoption, expansion, and loyalty
Develop expertise about the use cases of small to mid-sized customers who have purchased Udemy Business for teams or organizations
Be an expert on the Udemy Business platform with a deep understanding of our technology and content
Proactively communicate customer feedback to cross-functional teams and leadership
Own the creation of internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Customer Success department
What you'll have
Language fluency in Italian and English; additional language capabilities in French and/or Spanish preferred
3+ years of B2B customer success, account management, consulting, and/or sales experience.
SaaS experience is a plus
Accountability for revenue goals
Experience collaborating across teams toward common goals
Why work here?
Grow here.
Learning is part of the job.
Full access to Udemy courses, a monthly UDay, and a budget to invest in self-improvement.
AI is integrated into our work and learning.
Use it to experiment, apply, and improve your skills.
Own your work.
Make decisions and have an impact without layers of approval.
Build with others.
Collaborate openly and share ideas.
See your impact.
Help others grow their skills and careers.
Bring your curiosity.
We'll provide the platform and support.
Let's
LEARN
together.
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