Customer Success Specialist (Italian speaking)

As Customer Success Specialist for our Pooled customer service segment (Italian-speaking markets), you will be responsible for executing consultative sessions that drive engagement, prove value, and protect revenue for customers in both Italian and English-speaking markets. This role offers access to work with diverse customers across various industries and countries in EMEA, helping Udemy deliver learning outcomes and business impact through our platform. You will play a critical role in driving customer retention, expansion, and advocacy within the region.

Must Have

• Manage a portfolio of 300-400 Udemy Business customers.
• Be an expert on the UB Platform with a deep understanding of technology, content, and product offerings.
• Partner with Renewal Management Team and Sales to achieve upsell targets.
• Lead customer meetings including Kick off, Partnership Planning, Business Reviews, and Renewals.
• Proactively monitor the customer base for red flags and revenue opportunities.
• Communicate customer feedback to cross-functional teams.
• Effectively manage product onboarding and implementation for new customers.
• Conduct online trainings for existing and new customers.
• Respond to customer questions or route them to appropriate resources.
• Support additional projects and tasks related to the broader Customer Success team.

Good to Have

• Interest in helping build sustainable processes.
• Experience managing accounts using Salesforce.
• Experience with Zendesk.

Perks & Benefits

• Full access to Udemy courses.
• Monthly UDay for personal investment and learning.
• Budget for professional improvement.
• Space and tools to experiment and apply AI.
• Opportunity to lead, make decisions, and have a real impact.
• Collaborative and open environment where good thinking is welcomed.
• Opportunity to help people grow skills, change careers, or find a path forward.
• Comprehensive benefits package (varies by region).

Join Udemy. Help define the future of learning.

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.

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.

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.

Learn more about us on our company page.

Where we work

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. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your skills

• Prioritisation Manage the success of a portfolio of 300-400 Udemy Business (UB) customers who are investing in the platform for their team, department, or small organization
• Negotiation: Help to influence negotiations alongside Renewal Management Team and partner with Sales to achieve upsell targets
• Presenting: Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Executive Business Reviews, Renewals meetings (and any ad hoc meetings)
• Project Management: Support/develop projects and tasks related to the broader Customer Success team across geo locations and business segments
• Teach: Conduct online trainings for existing and new customers and be able to teach customers how to drive a learning culture

About this role

As Customer Success Specialist for our Pooled customer service segment (Italian-speaking markets), you will be responsible for executing consultative sessions that drive engagement, prove value, and protect revenue for customers in both Italian and English-speaking markets. In our inaugural year for a Pooled service model, you will have the opportunity to design, test, and iterate with leadership. This role offers access to work with diverse customers across various industries and countries in EMEA, helping Udemy deliver learning outcomes and business impact through our platform. You will play a critical role in driving customer retention, expansion, and advocacy within the region.

What you’ll be doing

• Manage the success of a portfolio of 300-400 Udemy Business (UB) customers who are investing in the platform for their team, department, or small organization
• Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings
• Partner with Renewal Management Team and with Sales to achieve upsell targets
• Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
• Proactively monitor our customer base looking for both red flags and opportunities to increase revenue
• Be a voice of the customer and proactively communicate customer feedback to cross-functional teams
• Effectively manage product onboarding and implementation for new customers
• Conduct online trainings for existing and new customers
• Respond to questions from customers directly or route questions to appropriate resources for training or support
• Support additional projects and tasks related to the broader Customer Success team

What you’ll have

• Intensely curious, lifelong learner, resourceful, gets stuff done
• 1-2 years of B2B SaaS customer success, account management, consulting and/or sales experience
• Love for teamwork and commitment to building a world-class customer experience
• Outstanding verbal and written communication skills
• Superior project, time management and organizational skills
• Excellent attention to detail
• Ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes
• Language fluency in Italian
• Experience managing accounts using Salesforce is preferred, but not required
• Experience with Zendesk is preferred, but not required

Why work here?

You’ll grow here.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.

AI is real here.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.

You’ll own your work.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.

You’ll build with others.We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.

You’ll see your impact.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?

Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together.

Our Benefits Start with U

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 Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, 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.

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.

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!

Information regarding data privacy is available within the Udemy Careers Privacy Notice._