Digital Customer Success Product Manager

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

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

About This Role

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.

What You'll Be Doing

• Partner with customer success teams to identify pain points and opportunities for digital product improvements that enhance customer outcomes

• Develop and execute product roadmaps for digital customer success tools, features, and experiences based on customer feedback and data analysis

• Collaborate with engineering, design, and data teams to build and optimize digital touchpoints that drive customer engagement and success

• Analyze customer behavior data and success metrics to inform product decisions and measure the impact of digital initiatives

• Work cross-functionally with marketing, sales, and customer success teams to align product strategy with customer journey and business objectives

• Define and track key performance indicators for digital customer success products, ensuring alignment with customer and business goals

• Drive innovation by identifying emerging technologies and methodologies that can enhance customer success capabilities and outcomes

• Design and optimize business systems and processes that support scalable customer success operations and data-driven insights

What You'll Have

• Proven experience in product management, customer success, or digital experience with a focus on customer-facing digital products or digital customer success initiatives

• Strong analytical skills with experience using data to drive product decisions and measure customer success outcomes

• Experience working with cross-functional teams including engineering, design, customer success, and marketing

• Demonstrated ability to translate customer needs and feedback into actionable product requirements and roadmaps

• Familiarity with customer success metrics, methodologies, and best practices for driving customer engagement and retention

• Experience with CRM platforms, customer data analysis, and digital customer engagement tools

• Strong communication and collaboration skills with the ability to influence stakeholders and align teams around shared goals

• Track record of launching and iterating on digital products that drive measurable improvements in customer satisfaction and business results

• Experience implementing innovative solutions and emerging technologies to solve complex customer success challenges

• Understanding of business systems design and process optimization to support scalable customer success operations