Program Manager, Scaled Customer Success

About us At Udemy, we're on a mission to improve lives through the power of learning.
We're a leading global learning company and one of the world's largest education platforms, with more than 59 million learners.
Our goal is to provide flexible, effective skill development to empower organizations and individuals.
Talented people are everywhere, and the right opportunity can be hard to come by.
That's why we're focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential.
Individually, we bring our unique perspective to reimagine the way we share knowledge.
Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.
Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations.
Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne.
This hybrid position requires two days per week in the office at the nearest hub.
Learn more about us on our company page.
About you You're an active listener and a determined person who thrives in a collaborative environment like ours.
You want to use your skills to help others progress, whether that's internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets.
You're ready for a challenge and aren't afraid to try new ideas.
About this role Reporting to the Sr.
Director of Scaled Customer Success, the Program Manager, Scaled Customer Success will be a key player on the Scaled Customer Success team, where we manage customers currently making smaller investments in Udemy Business, whether they're a scrappy start-up or a multi-national organization.
This individual will be responsible for auditing, iterating on, designing, and maturing our digital and 1:many customer success strategies.
As a deeply cross-functional role, you'll work closely with our Customer Marketing and Product teams to drive alignment on a behavioral customer journey, as well as with our CS Operations team to support the execution of your digital initiatives.
What you'll be doing: Digital customer communication Gain a deep understanding of our customer segment, including their engagement across key metrics; shape a data-driven opinion for how to segment and differentiate our communication Responsible for working with the CS Operations team to launch digital communication programs from Gainsight 1:M programs & collateral Build out our webinar series plans; work with Scaled CS leadership to identify the highest-impact topics, cadences, and hosts.
Track attendance and performance.
Evaluate collateral gaps in our ability to provide a robust, successful self-serve experience for customers and create a plan to fill them Stay on top of evolving service offerings for high-touch clients and, when appropriate, retrofit services to scale for the long-tail of customers Program analytics & infrastructure Create processes to manage the complexity of a more sophisticated and differentiated communication strategy including but not limited to documentation, refresh cadence, and collateral audit (i.
e.
audit collateral included in communications and making sure they stay updated) Design program business intelligence capabilities that empower us to understand the reach and impact of our programs and work; work with CS operations to build Design systems that proactively identify bugs in our lifecycle communications and work with CS operations to resolve them Cross-functional alignment Build strong working relationships with our Customer Marketing and Product teams to design a cohesive customer communication experience; keep them in the loop on the Scaled team's plans and priorities and make sure you understand theirs Keep the Sales team informed about substantial changes to our programs so that they are equipped to speak to service from the Scaled team with their prospects Work with the Data Science team as needed to help answer questions that shape our understanding of which programs to build or change Figure out how to best work with high-touch segment leaders to offer visibility into scalable approaches they might find useful What you'll have: Experience (8+ years) working on customer success programs in a B2B capacity across a variety of mediums (e.
g.
email, webinars etc.
) and a proven track record of sound business judgment (e.
g.
how to decide where to spend your time, serving up measurable outcomes, etc.
) powered by analytical skills and data-driven decision-making.
Strong problem-solving skills: you can learn about a problem, shape an opinion, and design a strategy based on what you learn.
The ability to move from ideation to execution: you have a bias toward action, move to test approaches quickly, can synthesize what you learn, and iterate.
Proven experience working cross-functionally: you build collaborative relationships with your cross-functional partners.
You understand other teams' priorities, how they overlap with ours, how to stay aligned, and how to keep projects moving.
The ability to keep projects on track work without hard deadlines.
A track record of receiving constructive feedback and turning it into gold.
You're also able to return the favor and deliver constructive feedback up, down, and laterally.
Exemplary written and verbal communication skills, advanced working knowledge of Salesforce and Gainsight, pevious Customer Success or account management experience required Huge plus if you know enough SQL to be dangerous (by which we mean, helpful!) We understand that not everyone will match each of the above 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! Life at Udemy We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone.
Here are some of the things we love about life at Udemy: We're invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences.
From creating employee resource groups, ensuring we're a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first.
We want you to be able to bring your authentic self to work because when we all do, we're better for it.
Learning is what we do – inside and out.
Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression.
You'll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures.
Whether it's our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
We're committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.
Learn more about our certification here and find out what it's like to work at Udemy on our blog.
Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world.
You've got the skills; why not use them to help others develop theirs? 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 will consider for employment qualified applicants with arrest and conviction records.
Our Benefits Start With U Our benefits package at Udemy "starts with U" and is grounded in mission-driven benefits that intentionally align with our core values.
Here's a sneak peek at just a few highlighted benefits if you're a full-time Udemate based in the United States: Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions Transgender Benefits: Expanded medical coverage for gender-affirming care Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week "ease-back" program that enables parents to return part-time at full pay Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development Retirement: Pre-tax and Roth 401(k) plan with an employer contribution Charitable Giving: Corporate charitable match for eligible nonprofits and charities Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly Holidays: Twelve paid holidays throughout the year Would you like to learn more about Udemy? Here are a few resources: How Udemy Started [video] Investor Overview Information regarding data privacy is available within the Udemy Careers Privacy Notice.
At Udemy, we strive to be transparent around compensation.
Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor.
In addition to a base salary, this role is also eligible for benefits, equity and uncapped OTE.
Base Salary Compensation Range $132,000—$165,000 USD