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
Prioritisation Manage the success of a portfolio of Udemy Business (UB) customers who are investing in the platform for their team, department, or small organization
Negotiation: Help to influence negotiations alongside Renewal Management Team and partner with Sales to achieve upsell targets
Presenting: Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Executive Business Reviews, Renewals meetings (and any ad hoc meetings)
Project Management: Support/develop projects and tasks related to the broader Customer Success team across geo locations and business segments
Teach: Conduct online trainings for existing and new customers and be able to teach customers how to drive a learning culture
About this role
As Customer Success Specialist for our Pooled customer service segment (Italian-speaking markets), you will be responsible for executing consultative sessions that drive engagement, prove value, and protect revenue for customers in both Italian 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 doing
Manage the success of a portfolio of Udemy Business (UB) customers who are investing in the platform for their team, department, or small organization
Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings
Partner with Renewal Management Team and with Sales to achieve upsell targets
Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
Proactively monitor our customer base looking for both red flags and opportunities to increase revenue
Be a voice of the customer and proactively communicate customer feedback to cross-functional teams
Effectively manage product onboarding and implementation for new customers
Conduct online trainings for existing and new customers
Respond to questions from customers directly or route questions to appropriate resources for training or support
Support additional projects and tasks related to the broader Customer Success team
What you'll have
Intensely curious, lifelong learner, resourceful, gets stuff done
1-2 years of B2B SaaS customer success, account management, consulting and/or sales experience
Love for teamwork and commitment to building a world-class customer experience
Outstanding verbal and written communication skills
Superior project, time management and organizational skills
Excellent attention to detail
Ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes
Language fluency in Italian
Experience managing accounts using Salesforce is preferred, but not required
Experience with Zendesk is preferred, but not required