Manager, Mid Market Customer Success
Udemy
- San Francisco, CA
- Permanent
- Full-time
- Coach and lead a team of up to 7 diverse Mid Market Customer Success Managers with responsibility for achieving quarterly and annual retention, expansion, and advocacy goals. Be able to coach CSMs on navigating complex customers and challenges.
- Effectively forecast against revenue targets, and closely manage pipeline with CSMs.
- Develop and implement strategies and processes to enable the team to effectively identify and manage risk and opportunities in your BoB.
- Design and implement the Mid Market Customer Success strategy and a high-touch customer journey to achieve revenue and non-revenue targets.
- Develop a risk mitigation strategy for our largest, most strategic accounts.
- Build and facilitate positive, collaborative relationship with cross functional partnerships including but not limited to Sales, Renewals, Product, and Marketing.
- Build strong executive relationships and act as a strategic thought partner with our largest customers. Serve as a point of escalation for customers.
- Up to 20% travel to facilitate in-person Executive Business Review and strategic customer meetings with CSMs, and internal team/leadership meetings
- 10+ Years working with organizations in a customer facing capacity ideally at a SaaS or technology company. Must have experience working with large, complex Mid Market or Enterprise customers.
- 3+ Years managing Customer Success teams or similar functions.
- Proven ability to partner with VP-level/C-Suite stakeholders.
- Track record of achieving retention targets.
- L&D/ HR Tech experience an advantage.