Customer Success Operations Manager - Udemy : Job Details

At Udemy, we're on a mission to transform lives through learning. We're a leading online skills marketplace and learning platform, serving more than 69 million learners and 15,700 organizations globally. Our goal is to provide flexible and effective skill development, empowering individuals and organizations to keep pace with innovation and prepare for the future of work.

We believe that talented people are everywhere, but oftentimes, those dream opportunities are hard to come by. That's why we're focused on revolutionizing learning, leveraging the deep expertise of Udemy's 75,000 instructors and the power of our platform, to help individuals sharpen their skills and harness their full potential.

You're a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company's growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

We are looking for a Customer Success Operations Manager to drive the effectiveness and efficiency of our Customer Success team. This role will report to the Manager of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders. The Customer Success Organization encompasses Customer Success, Renewals, and Professional Services.

• Project Manage and drive cross functional projects, transformational projects, and change management projects in partnership with CS Leadership
• Partner and enable CS Leadership with reporting, inspection, and governance; dive deep into data to identify key strategic insights to improve our business for various customer segments
• Contribute to operational and cross functional initiatives by being the voice of Customer Success
• Develop insights into our customer health so we can detect early signals of at-risk customers and identify upsell opportunities
• Develop, communicate and reinforce system standards, processes and policies and recommend ways to optimize our SFDC and Gainsight instance and partner closely with our BizOps team
• Support capacity planning for parts of the CS Organization
• Identify process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance.
• Own the documentation of Customer Success Operations processes and ensure they are maintained up to date

• 3+ years of experience in an Operations role focused on Customer Success in SaaS
• Experience partnering with business leadership
• Experience with Salesforce and Excel (vlookups, pivot tables, etc) a must; Gainsight a plus
• Passion for designing processes that scale
• Data-driven mindset with a commitment to process improvement
• Strong listening skills, open to input from other team members and departments, and an understanding of how people go through a change and the change process
• Project management skills
• An eye for inefficiency and like to fix challenging problems

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!

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.
• 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.
• We're committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work.

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 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

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