Head of Americas Customer Success
Udemy
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Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.
Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home.
Learn more about us on our company page.
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:
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Customer Success Strategy Development – Ability to design and implement scalable customer success strategies aligned with business objectives.
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Team Leadership & Development – Experience leading and developing high-performing CS teams, including frontline managers.
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Executive Stakeholder Management – Skilled in managing executive-level relationships internally and with enterprise customers.
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Customer Retention & Expansion – Proven ability to drive renewals, upsell, and cross-sell initiatives.
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Customer Advocacy & Relationship Building – Strong interpersonal skills to build trust-based relationships with customers.
- Process Optimization – Ability to scale processes to support a growing customer base efficiently.
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Sales & Product Alignment – Experience collaborating with Sales, Product, Marketing, and Support to ensure a seamless customer experience.
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Voice of the Customer (VoC) – Translate customer insights into actionable recommendations for internal teams.
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Enterprise SaaS Knowledge – Deep understanding of SaaS business models, preferably in tech, edtech, or learning & development.
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Change Management – Experience guiding customers through change, especially with new technologies or processes.
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Executive Presence – Confident communicator who can present at the C-level and influence senior stakeholders
About the Role:
The Customer Success team at Udemy is looking for an experienced and strategic Senior Director to lead the Americas Enterprise CS Department. The Senior Director will own the CS strategy for the region ensuring we achieve retention, expansion and adoption goals and that we drive ultimate success for our customers.
What You’ll Do:
- Own and execute our Customer Success strategy in the Americas, focusing on retention, growth and value creation and delivering on GRR, NRR and Adoption goals.
- Lead and motivate a team of team of talented leaders, setting 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
- Actively engage and build relationships with customers - serving as a senior escalation point and acting as the voice of the customer internally.
- 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 Renewals, Product, Engineering, Content, Sales, Professional Services, Finance and Marketing.
- Champion a customer-centric culture within the organization, emphasizing the importance of customer success as a strategic differentiator.
- Identify and solve for systems and process gaps.
- Stay abreast of industry trends, competitive landscape, and best practices in customer success, leveraging insights to drive innovation and differentiation.
- Play an active role in the global CS leadership team and the Amers GTM leadership team.
What You'll Have:
- 10+ Years relevant experience
- 5+ Years managing and coaching Customer Success teams or similar functions
- Experience working with Enterprise customers across revenue tiers and verticals
- 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
- Track record of achieving retention targets
- Experience developing and managing the customer lifecycle
- Demonstrated leadership skills and a track record of developing and mentoring great talent, and inspiring and motivating high achieving teams
- Ability to build and maintain strong relationships with internal and external stakeholders
- Strong analytical and problem-solving abilitiy
#LI-TG
#LI-T
At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for equity and a bonus.
Why work here?
You’ll grow here.
Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.
AI is real here.
We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.
You’ll own your work.
We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.
You’ll build with others.
We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.
You’ll see your impact.
What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?
Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together.
Our Benefits Start with U
Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits, Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.
Information regarding data privacy is available within the Udemy Careers Privacy Notice.