Large Commercial Customer Success Manager

Large Commercial Customer Success ManagerDublin, IrelandJoin Udemy.Helpdefinethe future of learning.Udemy is an AI-powered reskilling platform built to help people and teams grow.It's personalized, practical, and focused on real-world impact.Our mission is simple: to transform lives through learning.Your work helps people around the world build skills they can use, whether they're picking up something new or leveling up to stay ahead.Over 80 million learners and 17,000 businesses already learn with Udemy.If you're excited by change, energized by learning, and ready to have a real impact, you'll feel right at home.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 SkillsAbility to build and nurture trusted relationships with decision-makersSuperior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wiselyOutstanding verbal and written communication skillsA data-driven approach and the ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processesAbout this roleWe'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 ***** large Commercial customers across the EMEA regionBe responsible for driving engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategiesRenew customer contracts and partner with Sales to achieve expansion targetsBuild and maintain trusted advisor relationships at the executive level and consult with customers on their internal learning and development strategyLead customer meetings along the full lifecycle: Kick-off, Partnership Planning, Business Reviews, Renewals, and ad hoc meetingsDevelop individual success plans for each customer to ensure adoption, expansion, and loyaltyDevelop expertise about the use cases of small to mid-sized customers who have purchased Udemy Business for teams or organizationsBe an expert on the Udemy Business platform with a deep understanding of our technology and contentProactively communicate customer feedback to cross-functional teams and leadershipOwn the creation of internal and customer-facing processes, programs, and materials to improve the quality and efficiency of the Customer Success departmentWhat you'll haveLanguage fluency in Italian and English; additional language capabilities in French and/or Spanish preferred3+ years of B2B customer success, account management, consulting, and/or sales experience.SaaS experience is a plusAccountability for revenue goalsExperience collaborating across teams toward common goalsWhy 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'sLEARNtogether.#J-*****-Ljbffr