Customer Success Operations Manager

3 days ago

Austin, Texas, United States BEDI Partnerships Full time
About Us

At Udemy, we're driven by a mission to empower individuals and organizations through the power of learning. As a leading global learning company, we're committed to providing flexible and effective skill development opportunities that make a tangible impact.

Job Summary

We're seeking a highly skilled Customer Success Operations Manager to join our team. This role will play a critical part in driving the effectiveness and efficiency of our Customer Success team, working closely with our Director of Customer Success Operations and other key stakeholders.

Key Responsibilities
  • Project Management: Lead cross-functional projects, transformational projects, and change management projects in partnership with CS Leadership.
  • Gainsight Administration: Support the implementation, configuration, and continuous optimization of Gainsight to meet the needs of the Customer Success team.
  • Process Optimization: Design, document, and implement scalable processes that improve the effectiveness of the Customer Success team.
  • Policy Documentation and Management: Support the development, documentation, and implementation of Customer success-related policies.
  • Performance Metrics: Track, analyze, and report on Customer Success metrics, such as customer retention, product adoption, and churn rates.
  • Customer Health Monitoring: Manage the customer health score frameworks within Gainsight, leveraging both qualitative and quantitative data to proactively identify at-risk customers and recommend strategies for intervention.
  • Training and Support: Provide ongoing training and support to the Customer Success team on tools, process, and policies.
  • Cross-functional Collaboration: Partner with Sales, Marketing, Product, and Engineering teams to ensure alignment on customer success strategies and smooth integration of data across systems.
Requirements
  • Experience: 5+ years of experience in Customer Success Operations, Customer Success Management, or a similar role.
  • Gainsight Expertise: 2+ years of experience administering Gainsight, including the ability to create workflows, dashboards, and customer health monitoring systems.
  • Experience with SQL, BI tools, or similar.
  • Prior experience in a SaaS environment.
  • Tech-savvy: Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.
  • Customer-centric Mindset: Passion for creating outstanding customer experiences and helping teams achieve that goal.
About Your Skills
  • Process Improvement: Proven track record of improving and scaling customer success processes in a fast-paced environment.
  • Cross-functional Collaboration: Experience working cross-functionally with teams such as Sales, Marketing, and Product.
  • Project Management: Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.
  • Communication: Excellent verbal and written communication skills, with the ability to present complex information in an understandable and actionable way.
About Life at Udemy

We're committed to creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. Our BEDI Partnerships initiatives prioritize belonging, equity, diversity, and inclusion, ensuring that everyone feels valued and empowered to contribute their best work.

At Udemy, we believe in the power of learning and development. Our Learning & Development team is dedicated to helping you grow and progress in your career, with unlimited access to Udemy courses, monthly UDays, and a generous annual professional development stipend.

We're passionate about revolutionizing learning and making a positive impact on people's lives. If you share our vision and are eager to contribute your skills and experience to our mission, we'd love to hear from you.

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