Large Enterprise Customer Success Manager

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 a remote position based in Singapore.

About Your Skills:

• Account Strategy: The CSM embodies a proactive and growth-oriented mindset, exemplifying a consultative approach that is deeply rooted in achieving tangible results.  They actively source internal and external resources and build relationships to achieve the goals of the accounts. They craft and execute strategies that not only anticipate client current and future needs but also drive sustained business growth. This role epitomizes a strategic dedication to elevating the success of our key accounts, showcasing a unique blend of foresight, results-driven methodology, and relationship-centric practices.

• Account Management: The CSM continuously exemplifies an unwavering commitment to excellence that go beyond the tactical aspects of account management. They are architects of success, orchestrating a symphony of stakeholder relationships, change management strategies, and seamless alignment with the customer journey. They proactively drive the alignment of key milestones, showcasing a dynamic and forward-thinking approach that transcends the routine. Their behavior is characterised by a strategic foresight that anticipates and navigates the evolving needs of multiple stakeholders, ensuring a harmonious and successful journey for our customers. In every action, they embody the essence of proactive, stakeholder-centric account management, where strategic alignment and customer success are seamless.

• Risk Management: The CSM embodies a proactive stance towards risk management. They take ownership with a 'no excuses' mindset, demonstrating full accountability in identifying early risk triggers within accounts. By examining the activities that may pose risks, they showcase a keen foresight that enables them to proactively address potential challenges. Utilising both internal and external stakeholders and resources effectively, our CSMs go beyond just identification — they orchestrate strategic risk management plans that safeguard the stability and success of our accounts. Their behavior reflects a steadfast dedication to anticipating, mitigating, and navigating risks, ensuring a resilient and thriving customer journey and 'no surprises' renewal.

• Renewals Management: Demonstrating a complete sense of ownership, our CSMs demonstrate a proactive approach to ensure a smooth and transparent transition of all renewals within their portfolio. This entails not only managing the renewal process but also building strong internal and external relationships, consistently showcasing the ongoing value of our programs throughout the customer journey. The CSM's commitment extends to strategic renewal planning and readiness preparation, ensuring that the Renewals Manager steps into a well-prepared scenario and seamless handover, allowing the Renewals Manager to focus solely on the renewal process without the need to justify the program's value. This behavior reflects a dedication to delivering a frictionless and value-driven experience for our clients and the Renewals Managers throughout their renewal journey.

• Advocacy: CSM demonstrates continued focus on nurturing strong relationships with customers from Program Manager to Exec Sponsors, with the goal to turn these connections into enthusiastic advocates for both Udemy's product and services. Alongside relationship-building, the CSM actively identifies opportunities to promote success stories, encourage referral customers, and develop compelling case studies not only strengthening Udemy's reputation but also contribute to showcasing real-world achievements and fostering organic growth.

• Governance: The Customer Success Manager (CSM) proactively takes ownership of and autonomously executes all administrative and compliance aspects of their role

What you'll be doing

• Proactively own and manage the success of a portfolio of 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.

• Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements

What you'll have 

While this work is based more on the skills a person has than what they have done, we think a typical profile could include the following: 

• 5-8 years of B2B SaaS customer success, account management, consulting and/or sales experience working with large, enterprise-level accounts 

• Experience developing strategies to increase adoption of technology solutions

• Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)

• Superior project and time management skills; excellent attention to detail

• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes

• Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together

• Ability to travel throughout Asia

• Preference for Mandarin speaking candidates

Application Window

The application window will be open until 24th December 2025 at least. This opportunity may remain posted based on business needs, which may be after the specified date.

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