Large Commercial Customer Success Manager

Overview
Udemy is an AI-powered skills acceleration 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.
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 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 new role leverages automated life-cycle communication to allow a 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 customers, and the feedback you provide to management.
We believe that leadership is a skill and 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 the 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 meetings (and any ad hoc meetings)
Develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across your portfolio of customers.
Develop expertise about the use cases of small to mid-sized customers who have purchased Udemy Business for teams or for their whole organisation
Be an expert on the Udemy Business platform with a deep understanding of our technology and content
Be a voice of the customer and proactively communicate customer feedback to cross-functional teams and your leadership team
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, with 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
Been accountable to a revenue goal
Experience collaborating across teams toward a common goal - Love for teamwork
Why work here?
You'll grow here.
Learning is part of the job.
You'll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve.
Many people are diving into AI lately, but what you focus on is up to you.
AI is real here.
We use it in the way we learn and the way we work.
You'll have the space and tools to experiment, apply, and get better at using AI in practical ways.
You'll own your work.
We trust people to lead, make decisions, and follow through.
You don't need to wait for permission or layers of approval to have an impact.
You'll build with others.
We collaborate openly and shape ideas together.
Everyone has a voice, and good thinking is welcomed from any direction.
You'll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward.
You've got the experience, why not use it to help others gain theirs?
Bring your curiosity.
We'll bring the platform and the support.
Let's
LEARN
together.
Our Benefits Start with U
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most.
Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Türkiye Benefits & US Benefits pages to get an understanding of some of the benefits we offer.
For details on region-specific benefits, please refer to the information provided during the hiring process.
Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification.
All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.
At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability.
We understand that not everyone will match each of the qualifications.
However, we also realize that everyone has unique experiences that can add value to our company.
Even if you think your background might not perfectly align, we'd love to hear from you
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
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