Asia Pacific-Customer Success Manager - Scaled Accounts
Udemy, Australia

• Manage the success of Udemy Business (UB) customers investing in the platform for their team, department, or small organization (lt;100 employees)
• As the first Scaled Customer Success Manager in APAC, build strong relationships across the Sales organization (leaders, account executives, and business development team).
• Renew customer contracts and partner with Sales to achieve upsell targets
• Demonstrate strategic ownership of your book of business: leverage business intelligence to surface risk, opportunity, and opportunities for growth in how we manage everything in between
• Be an exemplary participant in our customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
• Be an expert on the UB Platform with a deep understanding of our technology and content
• Host online training webinars for existing and new customers
• Schedule and lead customer meetings to provide strategic thought partnership for our clients
• Respond to questions from customers directly or route questions to appropriate resources for training or support.
• Effectively manage product onboarding and implementation for new customers
• Take initiative and take on additional projects and tasks related to the broader Customer Success team, and especially with a lens toward the success of the Scaled department in APAC

• 4+ years of B2B SaaS customer success, account management, consulting and/or sales experience
• Experience managing clients in APAC and India
• Demonstrated success in executing cross-functional projects and building strong relationships
• Intensely curious, an excellent student of the business, resourceful, gets stuff done
• Comfort working with a remote manager and with over-communication in order to ensure alignment across time zones
• Ability to surface trends and business needs unique to the region effectively to leadership, and to propose solutions
• Outstanding verbal and written communication skills
• Superior project and time management, and organizational skills; excellent attention to detail and ability to prioritize wisely
• Ability to adapt quickly in a fast-paced, startup environment, but also an interest in helping build sustainable processes
• Experience managing accounts using Salesforce is preferred, but not required
• Experience with Zendesk is preferred, but not required

Job Rewards and Benefits