Customer Engagement Manager

About you

You're ambitious and love driving high-visibility, high-impact projects. You're an active listener, an excellent communicator, and a determined person who thrives in a collaborative learning environment like ours. You're ready for a challenge and can execute thoughtful strategy and quality work.

About this role 

As a Customer Engagement Manager for the Udemy Business Leadership Academy (UBLA), you will support the development of a new function in the business. You will serve as a strategic advisor and trusted source of support to our customers by helping them plan their leadership development strategies, deploy new programs, and measure progress. You will ensure that we deliver learning experiences that enable our customers to achieve their business outcomes. In addition, you will be responsible for expanding our relationships across customer organizations. The growth of these relationships is critical to the success of our business.

What you'll be doing

• Act as the primary point of contact for a portfolio of corporate customers, achieving targets for account satisfaction, retention, and growth
• Cultivate and maintain strong relationships with learning champions and executives at customer organizations by conducting needs assessments, understanding their business objectives, and recommending tailored solutions
• Oversee project management of programs, addressing concerns proactively and ensuring timely delivery, quality, and adherence to customer expectations
• Coordinate internal resources, including instructional designers, facilitators, and technical support teams, to meet project goals
• Regularly meet with customers to share program performance data, including learner engagement metrics, survey results, thematic insights, moderator feedback, and business impact
• Create and implement promotional messaging and activities to generate program awareness and drive learner adoption
• Partner with sales to develop account strategies, identify upsell opportunities, and extend relationships
• Be an expert on the UBLA program, with a deep understanding of our technology, leadership development content, and approach to online cohort learning

What you’ll have

• Proven experience in a customer success, sales, or engagement management role, with a strong preference for experience in a leadership development, consulting, or education-focused environment
• Strong interpersonal and communication skills, with the ability to build rapport with senior executives and key stakeholders
• Demonstrated ability to analyze client needs, propose solutions, and oversee the successful implementation of projects
• Ability to leverage data to inform program strategy and positioning within customer organizations
• Experience developing strategies to increase adoption of products or programs, ideally within a B2B context
• Familiarity with leadership development strategies, curriculum, and language
• Ability to adapt quickly and build sustainable processes in an early stage environment 
• Love for cross-functional teamwork and commitment to building a world-class, enterprise-level global customer experience together

About your Skills

• Executive presence and influence skills: You have an ability to convey information clearly, actively listen, and ask the kind of questions that will help diagnose and effectively address issues. You have strong business acumen and are able to co-design potential solutions with leaders at organizations of all sizes.
• Relationship development: You develop internal and external relationships effectively up, down, and across the organization and are able to strategically use these relationships to help move your work forward.
• Learning needs analysis: You are able to recommend learning programs, develop measurement strategies, analyze program data, present findings, and provide feedback or recommendations to improve learning engagement strategies.
• Cross-functional Collaboration: You work effectively with internal operations, sales, marketing, and support teams to plan and deliver programs, report on progress, respond to organizational and learner needs, and enhance the overall customer experience.

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

•  We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.
  
• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.
  
• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.
  
• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We will consider for employment qualified applicants with arrest and conviction records.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the United States:

• Core Benefits: Comprehensive medical, dental, vision, life/AD&D, and disability coverage
• HSA/FSA/Commuter: Pre-tax savings/spending plans, including HSA employer contributions
• Transgender Benefits: Expanded medical coverage for gender-affirming care
• Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement (plus up to six to ten weeks of paid disability leave for birthing parents) as well as a two-week “ease-back” program that enables parents to return part-time at full pay
• Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support
• Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development
• Retirement: Pre-tax and Roth 401(k) plan with an employer contribution
• Charitable Giving: Corporate charitable match for eligible nonprofits and charities
• Vacation: Flexible vacation for salaried Udemates and fifteen days per year for hourly
• Holidays: Twelve paid holidays throughout the year