Strategic Customer Success Manager - France

March 1

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Udemy

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Udemy is an online learning and education platform that offers a wide range of courses and certifications in various fields such as web development, data science, leadership, and project management. It connects learners with qualified instructors to help build in-demand career skills through its business solutions and individual training offerings. Udemy provides access to both technical and soft skills training, making it a versatile resource for personal and professional growth.

e-learning • education • skills • technology • internet

1001 - 5000 employees

Founded 2010

📚 Education

🛍️ eCommerce

🤝 B2B

📋 Description

•Proactively build and nurture relationships with strategic accounts, diving deep into their business objectives, challenges, and growth opportunities. •Serve as the primary point of contact for your accounts, ensuring that customer expectations are not only met but exceeded. •Develop and refine tailored success plans that focus on maximizing adoption, retention, and expansion while delivering valuable outcomes. •Own the onboarding process for new and expanding customers, ensuring a seamless transition to our products and services. •Gain a comprehensive understanding of Udemy’s offerings and effectively communicate their value to customers. •Turn happy customers into brand advocates, generating testimonials, case studies, and referrals to support sales and marketing efforts. •Consult with customers on their learning and development strategy, challenging them to drive positive organizational change. •Spot and create opportunities for account expansion and identify upsell potential to ensure continuous customer success. •Leverage data insights to track account health and identify trends, using this information to inform strategic decisions. •Collaborate cross-functionally with teams like Sales, Marketing, Professional Services, Product Development, and Support to deliver a unified, customer-centric experience. •In your first month, you will: •Complete structured new-hire onboarding and become familiar with all key resources. •Partner with your mentor to receive hands-on, role-specific training. •Meet with your manager to define success in your role and set clear expectations. •Get to know the internal teams that will support your efforts and understand their roles. •Begin developing your book of business alongside your manager. •By the end of the next 60 days, you will: •Feel confident and ready to take on your first customer engagements. •Continue learning with your mentor and ramp up your knowledge and expertise. •Establish strong partnerships with Account Executives, aligning on account strategies and growth initiatives. •Take full ownership of your book of business and be proficient in using our systems and tools to manage customer relationships. •Participate in customer meetings, including executive-level business reviews, and be able to clearly articulate the value of Udemy’s solutions.

🎯 Requirements

•7-8 years of experience in B2B SaaS customer success, account management, or consulting. •A proven track record of successfully engaging with senior executives at large organizations to drive customer retention, satisfaction, and business growth. •Ability to develop strong, mutually beneficial relationships with high-value customers to help them achieve their business goals and outcomes. •Experience in collaborating with internal teams to address customer needs, and a knack for identifying growth opportunities that bring measurable results. •Expertise in working with professional services to optimize the time-to-value for new and expanding accounts.