Program Manager, Customer Success Operations

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

• Project Management: Strong project management skills, with the ability to manage multiple priorities and deadlines effectively.

• Project Management Technologies: Strong proficiency in project management tools.

• Cross-functional Collaboration: Experience working cross-functionally with teams such as Sales, Marketing, and Product.

• Communication: Excellent verbal and written communication skills, with the ability to present complex information in an understandable and actionable way.

About this role

We are looking for an experienced Program Manager to join our Customer Success Operations team. This role will focus on developing, implementing and maintaining programs that enhance customer experience, drive retention, and support the overall growth of our customer success organization. The ideal candidate will have a strong background in program management, operations, and customer success.

What you’ll be doing

• Project Management: Drive cross functional projects, transformational projects, and change management projects in partnership with CS Leadership

  • Examples of specific projects:  Customer Advisory Board ownership, Winback Program management, 

• Design, implement, and manage customer success programs and initiatives

• Develop standardized processes and workflows to improve operational efficiency

• Create and maintain program documentation, playbooks, and best practices

• Monitor program performance and implement continuous improvement strategies

• Training and Support: Provide ongoing training and support to the Customer Success team on tools, process and policies. Create training materials and best practice documentation.

• Collaborate cross-functionally with Sales, Marketing, Product, and Engineering to align customer success strategies and programs across teams.

What you’ll have

• Experience: 5+ years of experience in Program/Project Management roles ideally across  a Customer Success Operations, Customer Success Management discipline 

• Knowledge of customer success methodologies and frameworks

• Experience with project management platforms.

• Prior experience in a SaaS environment.

• Tech-savvy: Familiarity with other customer success tools and CRM systems (e.g., Salesforce) is a plus.

• Customer-centric Mindset: Passion for creating outstanding customer experiences and helping teams achieve that goal

Posting Date: December 29th

Application Window: 

We anticipate the application window will be open until  January 19, 2026. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.