Where we workUdemy 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 SkillsConsultative customer service: You excel at diagnosing customer needs and blockers, providing appropriate solutions, and driving toward mutual accountability for action that enhances overall engagement and value. You think critically as you prepare for every call and are quick on your feet live. You meet customers where they are to demonstrate success in terms they value, can coach toward ROI and business impact, helping customers realize the full potential of their investment in Udemy's learning solutions.Revenue protection: You are passionate about enhancing customer satisfaction and success with products and services to reduce churn and increase expansion opportunities. You have sharp business acumen and are consistently great at proactively identifying risks and opportunities. You are acutely aware of the relationship between successfully leading customers toward their desired learning objectives and revenue outcomes. Tech-forward, systems-minded: You don't limit your thinking to how to deliver outcomes for customers via conversation; you also lean into innovative, technical solutions to help scale success. You gravitate toward AI, scalable systems, processes, and self-serve solutions to support customer outcomes. Data-driven: Whether you're preparing for a customer value review or building out a playbook that can impact thousands of customers, data is at the center of shaping how you learn about customers, how you make recommendations for what happens next, and how you prove impact. About This RoleAs a Customer Success Manager for our Pooled customer service segment (French-speaking markets), you will be responsible for executing consultative sessions that drive engagement, prove value, and protect revenue for customers in both French and English-speaking markets. In our inaugural year for a Pooled service model, you will have the opportunity to design, test, and iterate with leadership. This role offers access to work with diverse customers across various industries and countries in EMEA, helping Udemy deliver learning outcomes and business impact through our platform. You will play a critical role in driving customer retention, expansion, and advocacy within the region.What You'll Be DoingExecute on engagement sessions and support our French and English-speaking customers, ensuring they derive concrete value from every touchpoint with us in support of their learning and business outcomesEnsure that we are looking around corners to mitigate risk and identify opportunities with each customer interactionCollaborate effectively with cross-functional teams such as Sales, Renewals, and Support to drive revenue outcomes and improve the customer experienceWork with leaders in support of our digital and programmatic strategies. You will pattern match and make recommendations for how we iterate on key milestone meeting offerings, and design playbooks for the broader Pooled Customer Success team.Analyze customer usage data and engagement metrics to proactively identify at-risk accounts and expansion opportunities.Advocate for customer needs internally and provide feedback to Product What You'll HaveFluency in French and English3+ years of experience in customer success, account management, or client-facing roles, preferably in SaaS or technologyProven ability to deliver value to customers in consultative settings and work through ambiguity and/or absence of robust client information Strong analytical skills with experience using data to drive decisions and identify trends, and recommend and execute on scalable solutionsExperience with CRM systems and customer success platformsStrong communication and presentation skills, both written and verbalConsistent discipline around data hygiene and documentation of customer interactionsResults-oriented mindset with a track record of meeting or exceeding customer success metrics