Head of Customer Success, India

Hybrid work

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other locations. Our US-based offices are in San Francisco, Denver, and Austin. This hybrid position requires two days per week in our Mumbai Office. 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 

We’re looking for an experienced and inspiring manager to lead our Customer Success Team for India.  As the manager, you’ll lead our expert Customer Success team and partner with our customers from all industries and segments across India as we help them transform their businesses through learning. 

Reporting to the Senior Director of Customer Success APAC, you’ll own one of the largest, most-high profile regions in our Global business and will ensure hundreds of customers adopt, expand, renew and advocate with us. 

You will be a skilled communicator and leader, building meaningful internal and external relationships and effectively representing the interests of the Customer Success team.  You will take a consultative approach to Customer Success and are an expert at coaching to understand the customer’s outcomes, and tailoring engagement strategies to drive adoption and demonstrate value. 

This role is an exciting opportunity to scale a high-performing team, solve complex customer problems, and contribute to Udemy’s overall strategy.

What you'll be doing

• implement and drive the Customer Success strategy for our customers in India, and exceed quarterly and annual targets for customer renewals and expansions.
• Hire, coach, and lead a team of individual contributors across India, responsible for achieving quarterly and annual retention, expansion and adoption targets.
• Analyze what drives engagement with customers and adapting existing playbooks to increase the likelihood of our customers achieving their business objectives, specifically aimed at improving renewal rates.
• Navigate our customers’ organizations, develop customer success strategies, and be a thought partner to executives and business stakeholders, aligning success strategies with measurable renewal and expansion objectives.
• Serve as the escalation point for customer issues and surface the voice of the customer to Udemy leadership, tracking the resolution of escalated issues and their impact on customer renewals.
• Create a delightful customer experience and drive expansion and retention by working effectively with Account Executives and Renewals Managers, setting clear expectations for cross-functional collaboration focused on renewals.

What you’ll have

While this work is based more on the skills a person has than what they have done, we think a typical profile could include the following: 

• 8+ years working in customer-facing roles at B2B SaaS companies, with a focus on driving customer renewals and expansions.
• 8+ years managing and coaching Customer Success teams or similar functions at an Enterprise Software Company, including direct accountability for renewal strategies and outcomes, managing a team of seven CSM’s managing commercial and enterprise customers
• Demonstrated accountability for renewable business >$50M ARR annually, consistently achieving and exceeding renewal targets.
• Proven experience managing accounts of >$2M ARR annually, with a track record of hitting high logo retention, gross retention, and net retention targets.
• Successfully built and scaled Enterprise Customer Success strategy and process, with a strong focus on driving renewals and customer satisfaction.
• History of building diverse, engaged, high-performing teams, with a particular emphasis on training teams to achieve high renewal rates.
• Proficiency with Salesforce, Gainsight, and forecasting technologies, leveraging these tools to monitor and enhance renewal performance.
• L&D/HR Tech experience an advantage, with the ability to translate industry-specific needs into successful renewal strategies.

About Your Skills:

• 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 Management: You will lead and inspire a team of Customer Success Managers (CSMs) to demonstrate complete ownership and a proactive approach in overseeing the renewal process across their portfolios. You will ensure your team not only manages the renewal strategy but also builds strong internal and external relationships, consistently showcasing the ongoing value of our programs throughout the customer journey.

Your leadership will focus on strategic renewal planning and readiness preparation, ensuring that Renewals Managers step into well-prepared scenarios. This enables Renewals Managers to concentrate solely on the renewal process without the need to justify the program's value. 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 and Renewals Managers. Your commitment to excellence will enhance overall customer satisfaction and retention throughout the renewal journey, setting a high standard for customer success within the organization.

• Risk Management: You will lead your team to embody a proactive stance towards risk management, fostering a 'no excuses' mindset and demonstrating full accountability in identifying early risk triggers within accounts. You will guide your team to examine activities that may pose risks, showcasing keen foresight that enables proactive addressing of potential challenges.

You will ensure that your team effectively utilizes both internal and external stakeholders and resources, going beyond mere identification to orchestrate strategic risk management plans that safeguard the stability and success of our accounts. Your leadership will reflect a steadfast dedication to anticipating, mitigating, and navigating risks, ensuring a resilient and thriving customer journey with 'no surprises' renewals. Through mentorship and strategic oversight, you will build a culture of proactive risk management, enhancing the overall stability and satisfaction of our customer base.

• Account Strategy: You will lead your team to embody a proactive and growth-oriented mindset, exemplifying a consultative approach deeply rooted in achieving tangible results. You will mentor your team to actively source internal and external resources and build relationships to achieve the goals of the accounts. You will guide the crafting and execution of strategies that not only anticipate clients' current and future needs but also drive sustained business growth.

Your role epitomizes a strategic dedication to elevating the success of our key accounts, showcasing a unique blend of foresight, results-driven methodology, and relationship-centric practices. Through strategic oversight and inspirational leadership, you will ensure that your team consistently delivers exceptional value, fostering long-term client success and business growth.

• Advocacy: You will lead your team to nurture strong relationships with customers, from Program Managers to Executive Sponsors, with the goal of turning these connections into enthusiastic advocates for Udemy's products and services. You will mentor your team to build and maintain these relationships, actively identifying opportunities to promote success stories, encourage referrals, and develop compelling case studies.

Your leadership will ensure that these advocacy efforts not only strengthen Udemy's reputation but also showcase real-world achievements and foster organic growth. By fostering a culture of advocacy within your team, you will enhance customer loyalty and drive the broader adoption of Udemy's offerings, ultimately contributing to the long-term success and growth of the company.

• Governance: you will lead your team to proactively take ownership of and autonomously execute all administrative and compliance aspects of their roles. You will ensure your team understands the importance of governance and maintains high standards in all administrative and compliance activities.

Through your leadership, you will foster a culture of accountability and precision, guiding your team to effectively manage these critical aspects with autonomy and efficiency. Your oversight will ensure that all governance activities are executed seamlessly, supporting the overall integrity and success of our customer success operations.

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. 

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 India:

• Core Benefits: Comprehensive medical, life and income protection coverage

• 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. 26 weeks paid maternity 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: 12% of your base salary or INR 1,800 per month

• Holidays: 25 paid holidays throughout the year plus bank holidays

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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