The Customer Success team at Udemy is looking for an experienced and strategic Senior Director to lead the Americas Enterprise CS Department, ensuring retention, expansion, and adoption goals are met.
Responsibilities
Own and execute Customer Success strategy in the Americas
Lead and motivate a team
Optimize the customer journey
Analyze what drives engagement and develop strategies
Actively engage and build relationships with customers
Navigate customers’ organizations and develop custom success strategies
Drive cross-functional relationships
Champion a customer-centric culture
Identify and solve for systems and process gaps
Stay abreast of industry trends
Play an active role in the global CS leadership team
Requirements
10+ years relevant experience
5+ years managing Customer Success teams
Experience working with Enterprise customers
Demonstrated ability to make data-driven decisions
Proven track record of driving strategy and growth
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
Ability to build and maintain strong relationships