Director, Customer Success New Ventures

 About you 

You love driving high-visibility, high-impact projects that help companies scale in new markets worldwide. You thrive in fast-paced, dynamic environments and use your strong communication skills to influence and collaborate with key partners successfully. You’re an analytical and nimble executor who believes quality work and thoughtful strategy is vital to sustainable business growth.

About this role 

The New Ventures team at Udemy is looking for an experienced and strategic Director to lead the New Ventures Customer Success function based in Tokyo. 

The New Ventures team establishes, grows, and executes transformational partnerships for Udemy in Japan, South Korea, Japan, and Vietnam.  Our partnerships drive revenue, increase customer success, deliver innovative products, elevate our brand, and differentiate our company in the market. Our team creates new ways of operating as a business, solves critical and complex problems, and supports our most impactful corporate priorities. Our team values trust, grit, agility, and inclusivity.

The Director will own the Customer Success strategy for the markets in Japan, Korea, Vietnam and China, ensuring we achieve retention, expansion and adoption goals and that we drive ultimate success for customers working together with our partners. 

Reporting to the President of New Ventures, in this critical role, you will build and shape a customer success organization dedicated to supporting our partners and clients in the New Ventures markets.  You will be part of the leadership team of the New Ventures, and you will be responsible for the customer success management strategy and its execution as well as key Customer Success metrics and operational goals. 

What you'll be doing

• Own and execute our Customer Success strategy in Japan, Korea, Vietnam and China, focusing on retention, growth and value creation and delivering on GRR, NRR and Adoption goals, through working closely with our partners in those markets
• Motivate and lead both New Ventures’ and partners’ Customer Success teams, setting common clear goals and expectations and providing ongoing coaching and development
• Optimize the customer journey ensuring adherence to milestones, developing and improving playbooks and identifying opportunities for continuous improvement
• Analyze what drives engagement with customers and develop strategies and processes to increase the likelihood of our customers achieving their business outcomes
• Working closely with our partners, help navigate our customers’ organizations, develop custom success strategies, and be a strategic thought-partner to senior executives and business stakeholders
• Drive impactful, authentic cross-functional relationships with Product, Engineering, Content, Sales, Finance, Operations and Marketing whilst playing an active role in the New Ventures leadership team 

What you’ll have 

• 10+ Years relevant experience and 5+ Years managing and coaching Customer Success teams or similar functions
• 5+ years in partner or channel management
• Experience with customers of all sizes, Enterprise, Mid-Market and SMB
• Demonstrated ability to make data-driven decisions
• Proven track record of driving strategy and growth in a fast-paced environment
• Proven ability to partner with VP-level/C-Suite stakeholders along with strong analytical problem-solving abilities
• Demonstrated leadership skills and a track record of developing and mentoring great talent, and inspiring and motivating high achieving teams
• In addition to English (required), fluency in Japanese is required and in Korean is highly desired.

About your skills

• Problem Solving: You are skilled in creative problem-solving techniques to address client needs, overcome obstacles, and drive sales outcomes, ensuring customer satisfaction and business success.
• Coachability: You demonstrate a strong willingness to learn, adapt, and incorporate feedback to enhance strategies and achieve performance targets, fostering continuous personal and professional growth.
• Curiosity: You exhibit a natural curiosity and hunger for knowledge, constantly seeking to understand market trends, customer preferences, and competitive analysis to inform strategy and drive business success.
• Leadership: You are revenue growth and retention driven, you understand the importance of cross functional collaboration, team and personal accountability in a competitive environment. You thrive on the success of your team, and the difference your coaching makes to peoples careers and our customers.  You have a track record in revenue responsibility, managing a team and customers across the commercial, mid market and enterprise sector. You are a hands-on coach who thrives working with your team and cross functional partners. 
• Renewals/Expansion Management : Your leadership will focus on strategic renewal and expansion planning and readiness preparation, ensuring that each CSM steps into well-prepared scenarios. By mentoring and coaching your team, you will ensure that each CSM is equipped to deliver a frictionless and value-driven experience for our clients. Your commitment to excellence will enhance overall customer satisfaction, retention and expansion throughout the journey, setting a high standard for customer success within the organization.
  Collaboration. You celebrate diverse perspectives, leveraging the strengths of individuals to drive collective success. Within deals, you adeptly multithread and engage multiple stakeholders. You constantly read your deals to identify when to engage additional stakeholders and turn toward team selling. You are aware of your cross-functional partners’ scope and can support them as they support you. 

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. 

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. 

About our APAC region 

When you join Udemy in our Asia Pacific (APAC) region, you’ll have the chance to help our globally established business grow locally. We have a solid foundation and a great reputation — and you can be part of the next stage of our journey.

Our investment in the region is significant, with offices in Australia and India and an expanding presence in Singapore, Indonesia, Japan, and beyond. It comes with countless opportunities to make learning more accessible to millions. You’ll work with various cultures with unique needs, affording you the chance to learn and progress in your career. And that progression doesn’t come at the cost of work-life balance; people are at the heart of our mission, which is why we’re committed to looking after ours.

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