Senior Technical Account Manager

As a Technical Account Manager (TAM), you will act as the primary technical liaison between our customers and internal teams. This role is critical in ensuring our customers achieve maximum value from the Udemy platform. You will own the post-sales technical relationship with a portfolio of enterprise clients, helping them onboard effectively, resolve technical issues, and drive long-term adoption and satisfaction. You are a key player in customer retention, satisfaction, and orchestrating growth — often contributing directly to Gross Revenue Retention (GRR) and customer health metrics.

Must Have

• Deep understanding of Udemy products and underlying technologies.
• Ability to explain complex technical concepts to diverse stakeholders.
• Troubleshooting issues and understanding system integrations.
• Building and maintaining strong customer relationships.
• Understanding client business objectives.
• Responsive to client needs and proactive communication.
• Serving as a strategic advisor to clients.
• Strong analytical skills to diagnose issues quickly.
• Coordinating with internal teams (engineering, support, product) for resolution.
• Driving issue resolution while keeping customers informed.
• Anticipating risks and developing mitigation strategies.
• Providing clear and tailored communication to technical and non-technical audiences.
• Strong presentation and storytelling skills.
• Presenting ROI data and delivering product roadmap updates.
• Facilitating requirements gathering sessions.
• Translating business needs into technical capabilities.
• 6+ years of customer-facing technical experience in SaaS.
• Experience developing and implementing strategic programs.
• Skilled at influencing and aligning cross-functional stakeholders.
• Extensive experience working with Customer Success, Sales, Support, Product.
• Demonstrated solution-oriented mindset.
• Comfort balancing strategic planning with tactical execution.

Perks & Benefits

• Full access to Udemy courses
• Monthly UDay for self-investment
• Budget for personal improvement/upskilling
• Space and tools to experiment with AI
• Opportunity to lead, make decisions, and have impact
• Collaborative environment where good thinking is welcomed
• Impact on people's skill growth and career changes
• Comprehensive benefits (vary by region, refer to specific benefits pages)

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 a remote position, requiring ~30% travel for client and internal meetings.

About your skills

• Technical Expertise & Product Knowledge: You need a deep understanding of Udemy products and the underlying technologies. This includes explaining complex technical concepts to both technical and non-technical stakeholders, troubleshooting issues, and understanding how our solutions integrate with client systems.
• Customer Relationship Management: Building and maintaining strong, trust-based relationships with key accounts is fundamental. This involves understanding client business objectives, being responsive to their needs, proactively communicating, and serving as their strategic advisor.
• Problem-Solving and Issue Resolution: You need strong analytical skills to quickly diagnose issues, coordinate with internal teams (engineering, support, product), and drive resolution while keeping customers informed throughout the process. You would prevent small issues from becoming major problems by anticipating risks and proactively developing mitigation strategies.
• Communication and Presentation Skills: Providing clear and tailored communication to both technical and non-technical audiences. Strong presentation and storytelling skills to drive adoption and alignment, presenting ROI data, delivering product roadmap updates, facilitating requirements gathering sessions, and translating between business needs and technical capabilities.

About this role

As a Technical Account Manager (TAM), you will act as the primary technical liaison between our customers and internal teams. This role is critical in ensuring our customers achieve maximum value from the Udemy platform. You will own the post-sales technical relationship with a portfolio of enterprise clients, helping them onboard effectively, resolve technical issues, and drive long-term adoption and satisfaction. You are a key player in customer retention, satisfaction, and orchestrating growth — often contributing directly to Gross Revenue Retention (GRR) and customer health metrics.

What you’ll be doing

Customer Engagement & Relationship Management

• Serve as the trusted technical advisor for a portfolio of strategic or enterprise clients.
• Lead regular technical check-ins, health assessments, and strategic reviews with clients.

Onboarding & Implementation Support

• Guide customers through onboarding, integration, and deployment processes.
• Provide hands-on configuration and guidance to ensure successful implementation.
• Coordinate with Product and Engineering to manage technical requirements, timelines, and delivery.

Issue Resolution & Advocacy

• Act as the primary technical point of contact for escalations and ongoing technical needs.
• Troubleshoot complex product-related issues and coordinate internal resources for resolution.
• Advocate on behalf of customers by providing feedback to internal teams and influencing roadmap decisions.

Enablement & Best Practices

• Educate customers on product capabilities, updates, and relevant integrations.
• Create and deliver tailored documentation, technical workshops, or training sessions.
• Share industry and product best practices to drive maturity and innovation in customer usage.

What you’ll have

• 6+ years of customer-facing technical experience in SaaS (e.g., Technical Account Manager, Solutions Engineering, Solutions Architect, or Solutions Consultant).
• Experience in developing and implementing strategic programs with cross-functional impact and influence.
• Strong verbal, written, and presentation skills; able to simplify complex technical topics and tell a compelling story.
• Skilled at influencing and aligning stakeholders across functions and levels.
• Extensive experience working closely with Customer Success, Sales, Support, Product, and other cross-functional partners to drive customer outcomes and business impact.
• Demonstrated ability to approach challenges with a solution-oriented mindset.
• Comfortable balancing strategic planning with tactical execution.

Posting Date: 10/1/2025

Application Window:

We anticipate the application window will be open until 10/14/2025. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.

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.

Hiring Compensation Range

$132,000—$165,000 USD

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_