Digital Customer Success Product Manager

<div class="content-intro"><h3><strong>Join Udemy. Help </strong><strong>define<em> </em></strong><strong>the future of learning.</strong></h3> <p>Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact.</p> <p>Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead.</p> <p>Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home.&nbsp;</p> <p>Learn more about us on our<a href="https://about.udemy.com/company/"> company page</a>.</p></div><p><strong><strong>Where we Work</strong></strong></p> <p>Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. <strong><em>T</em></strong><strong><em>his is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays</em>.</strong></p> <p>&nbsp;</p> <h2><strong>About Your Skills</strong></h2> <ul> <li> <p>Product Management: You excel at overseeing the planning, development, launch, and lifecycle management of products, ensuring they meet market needs and align with business strategy while driving measurable outcomes for customers.</p> </li> <li> <p>Innovation: You demonstrate the ability to generate and implement creative solutions, leverage emerging technologies, and drive continuous improvement initiatives that enhance customer success outcomes and business value.</p> </li> <li> <p>Customer Experience (CX): You have a deep understanding of how to enhance consumer satisfaction by managing and optimizing customer interactions throughout all stages of their journey, creating positive experiences that drive retention and growth.</p> </li> <li> <p>Customer Relationship Management (CRM): You are skilled at managing customer interactions, analyzing behavioral data, and utilizing various communication channels to enhance satisfaction, drive engagement, and support revenue growth.</p> </li> <li> <p>Customer Engagement: You excel at building meaningful interactions with customers through multiple touchpoints, fostering long-term relationships that encourage loyalty, advocacy, and sustained success with our platform.</p> </li> <li> <p>Business Systems: You understand how to work with business systems teams to design, implement, and optimize systems and processes that support organizational efficiency, enable scalable operations, and facilitate data-driven decision making across business functions.</p> </li> </ul> <p>&nbsp;</p> <p><strong>About This Role</strong></p> <p>&nbsp;</p> <p>As a Digital Customer Success Product Manager, you will drive the development and optimization of digital products and experiences that enhance customer success outcomes. You will work at the intersection of product strategy and customer success, leveraging data insights to build scalable solutions that help customers achieve their goals while contributing to business growth. This role requires a deep understanding of customer needs, product development processes, and success metrics to create impactful digital experiences that drive customer satisfaction and retention.</p> <p>&nbsp;</p> <h2><strong>What You'll Be Doing</strong></h2> <ul> <li> <p>Partner with customer success teams to identify pain points and opportunities for digital product improvements that enhance customer outcomes</p> </li> <li> <p>Develop and execute product roadmaps for digital customer success tools, features, and experiences based on customer feedback and data analysis</p> </li> <li> <p>Collaborate with engineering, design, and data teams to build and optimize digital touchpoints that drive customer engagement and success</p> </li> <li> <p>Analyze customer behavior data and success metrics to inform product decisions and measure the impact of digital initiatives</p> </li> <li> <p>Work cross-functionally with marketing, sales, and customer success teams to align product strategy with customer journey and business objectives</p> </li> <li> <p>Define and track key performance indicators for digital customer success products, ensuring alignment with customer and business goals</p> </li> <li> <p>Drive innovation by identifying emerging technologies and methodologies that can enhance customer success capabilities and outcomes</p> </li> <li> <p>Design and optimize business systems and processes that support scalable customer success operations and data-driven insights</p> </li> </ul> <p>&nbsp;</p> <h2><strong>What You'll Have</strong></h2> <ul> <li> <p>Proven experience in product management, customer success, or digital experience with a focus on customer-facing digital products or digital customer success initiatives</p> </li> <li> <p>Strong analytical skills with experience using data to drive product decisions and measure customer success outcomes</p> </li> <li> <p>Experience working with cross-functional teams including engineering, design, customer success, and marketing</p> </li> <li> <p>Demonstrated ability to translate customer needs and feedback into actionable product requirements and roadmaps</p> </li> <li> <p>Familiarity with customer success metrics, methodologies, and best practices for driving customer engagement and retention</p> </li> <li> <p>Experience with CRM platforms, customer data analysis, and digital customer engagement tools</p> </li> <li> <p>Strong communication and collaboration skills with the ability to influence stakeholders and align teams around shared goals</p> </li> <li> <p>Track record of launching and iterating on digital products that drive measurable improvements in customer satisfaction and business results</p> </li> <li> <p>Experience implementing innovative solutions and emerging technologies to solve complex customer success challenges</p> </li> <li> <p>Understanding of business systems design and process optimization to support scalable customer success operations</p> </li> </ul><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p><span style="font-weight: 400;">At Udemy, we strive to be transparent around compensation. Actual compensation for this role is based on several factors, including but not limited to job-related skills, qualifications, experience, and specific work location due to differences in the cost of labor. In addition to a base salary, this role is also eligible for equity and a bonus.&nbsp;</span></p></div><div class="title">Hiring Compensation Range</div><div class="pay-range"><span>$130,000</span><span class="divider">&mdash;</span><span>$162,000 USD</span></div></div></div><div class="content-conclusion"><h3><strong>Why work here?</strong></h3> <p><strong>You’ll grow here.</strong><strong><br></strong>Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.</p> <p><strong>AI is real here.</strong><strong><br></strong>We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways.</p> <p><strong>You’ll own your work.</strong><strong><br></strong>We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact.</p> <p><strong>You’ll build with others.</strong><strong><br></strong>We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.</p> <p><strong>You’ll see your impact.</strong><strong><br></strong>What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs?</p> <p><em>Bring your curiosity. We’ll bring the platform and the support. Let’s <strong>LEARN</strong>&nbsp;together.&nbsp;</em></p> <h3><strong>Our Benefits Start with U</strong></h3> <p>Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our <a href="https://www.udemybenefits.com/au/au-home">Australia Benefits, </a><a href="https://www.udemybenefits.com/in/in-home">India Benefits,</a><a href="https://www.udemybenefits.com/ie/ie-home" target="_blank"> Ireland Benefits,</a> <a href="https://www.udemybenefits.com/mx/home">Mexico Benefits</a>,&nbsp;<a href="https://www.udemybenefits.com/tr/home" target="_blank">Turkiye Benefits</a> &amp; <a href="https://www.udemybenefits.com/us/home" target="_blank">US Benefits,</a>&nbsp;pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process.&nbsp;</p> <div class="c-message_kit__gutter"> <div class="c-message_kit__gutter__right" data-qa="message_content"> <div class="c-message_kit__blocks c-message_kit__blocks--rich_text"> <div class="c-message__message_blocks c-message__message_blocks--rich_text" data-qa="message-text"> <div class="p-block_kit_renderer" data-qa="block-kit-renderer"> <div class="p-block_kit_renderer__block_wrapper p-block_kit_renderer__block_wrapper--first"> <div class="p-rich_text_block"> <div class="p-rich_text_section"><em>Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies.</em></div> <div class="p-rich_text_section">&nbsp;</div> <div class="p-rich_text_section"><em>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 understand that not everyone will match each of the 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!&nbsp;</em></div> </div> </div> </div> </div> </div> </div> </div> <p><em><strong>Information regarding data privacy is available within the<a href="https://about.udemy.com/careers-privacy-notice/"> Udemy Careers Privacy Notice</a>.</strong></em></p></div>