Growth Enterprise Customer Success Manager, LATAM

Where we work

Udemy is headquartered in San Francisco with other global offices in Australia, India, Ireland, Mexico, Türkiye and other US locations (Denver and Austin). This is a remote position in Sao Paulo or LATAM.

About your skills

• Critical Thinking: Your curiosity drives you to uncover core issues, enabling you to provide true solutions rather than surface-level fixes. You analyze and evaluate information objectively, consider multiple perspectives, and make reasoned judgments, demonstrating adaptability and a growth mindset in the face of change.

• Problem-solving: Your problem-solving prowess is evident in your ability to tackle challenges head-on. You don't shy away from obstacles; instead, you deconstruct them into manageable parts and methodically develop effective solutions. Your analytical nature allows you to navigate complexity with ease, ensuring that every problem is met with a well-considered response.

• Strategic Planning: Your strategic planning skills are a testament to your foresight and organizational acumen. You excel in crafting detailed plans and roadmaps that align with organizational objectives. By anticipating future trends and potential hurdles, you ensure that your strategies are not only aligned with the overall vision but are also adaptable to changing circumstances.

• Leadership: Your leadership capabilities shine through in your ability to inspire and motivate those around you. You foster a collaborative environment where teamwork thrives, and you align your team towards a shared strategic vision. Your influence extends beyond direction; you cultivate an atmosphere of trust and mutual respect, driving collective success.

• Business Acumen: Your business acumen reflects a deep understanding of how companies operate and thrive. You possess an intricate knowledge of financial, operational, and marketing aspects, allowing you to make informed decisions that drive success. Your awareness of market trends and the competitive landscape positions you as a strategic thinker who navigates the business environment with confidence.

About this role

We are looking for a Customer Success Manager to partner with our small business customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.

What you'll be doing

• Proactively own and manage the success of a portfolio of 30-50 accounts, $3.3M ARR.
• Support customers by leveraging high touch interactions throughout the entire customer journey, across multiple customer contacts.
• Facilitate deep and consistent engagement with Sales partners to identify and execute on account expansion strategies to hit retention and upsell targets. Strong emphasis on upselling.
• Develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across BoB.
• Be able to support all UB products: Enterprise, UBPro, UBLA, International Collections.
• 20% travel to facilitate in-person Partnership Planning Workshops, Executive Business Reviews, strategic planning meetings, or customer events.
• Work with Marketing to identify advocacy opportunities within the Growth Enterprise customer base.
• Take a consultative approach with customers, ensuring strong alignment to their Triple Metric and most important business outcomes.

What you'll have

• Trilingual (English, Spanish & Portuguese required)
• 2–4 years of experience managing a book of business, including developing client relationships, driving retention, and identifying growth opportunities
• Ability to build and nurture trusted relationships; experience working with HR/L&D customers
• Ability to identify, work and close complex deals
• Experience developing strategies to increase the adoption of non-compliance technology solutions
• Basic understanding of concepts related to customer integrations (e.g., Single Sign-On, APIs, feature customization, etc.)
• Experience deploying licenses within a large organization
• Successfully managed multi-product solutions