Customer Engagement Manager

$84,000 - $104,000/Yr

Udemy - Austin, TX

Full-time - Mid Level

Austin, TX

Educational Services

About the position

As a Customer Engagement Manager for the Udemy Business Leadership Academy (UBLA), you will support the development of a new function in the business. This role involves serving as a strategic advisor to customers, helping them plan leadership development strategies, deploy new programs, and measure progress. You will be responsible for ensuring that learning experiences meet customer business outcomes and for expanding relationships across customer organizations, which is critical for business success.

Responsibilities

• 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.

Requirements

• 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.

Nice-to-haves

• Executive presence and influence skills: Ability to convey information clearly, actively listen, and ask the right questions to diagnose and address issues.
• Relationship development: Ability to develop internal and external relationships effectively and strategically use these relationships to move work forward.
• Learning needs analysis: Ability 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: Ability to work effectively with internal operations, sales, marketing, and support teams.

Benefits

• Paid parental leave
• Health savings account
• AD&D insurance
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Flexible spending account
• Vision insurance
• 401(k) matching