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\n \n Udemy Customer Success Manager, Scaled Enterprise (German)\n \n \n \n \n \n \n\n\n \n \n\n\n\n\n\n\n\n\n\n\n
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\"Udemy
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Customer Success Manager, Scaled Enterprise (German)

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Dublin, Ireland
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About us

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At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 59 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

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Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

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Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in our Dublin office. Learn more about us on our company page.

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About you 

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You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

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About this role

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We’re looking for an innovative, strategic Customer Success Manager to manage a book of business of Mid-Market & Enterprise customers (organizations with 2,000+ employees) in EMEA. These customers typically have purchased Udemy Business for small-to-medium-sized teams and departments. You’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion.

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What you'll be doing: 

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  • Manage a book of approximately 250-300 Enterprise customers across the EMEA region, including our thriving DACH region (Germany, Austria and Switzerland)
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  • Be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies
  • \n
  • Renew customer contracts and partner with Sales to achieve retention and upsell targets
  • \n
  • Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments
  • \n
  • Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings) 
  • \n
  • Target a subset of high growth potential accounts for strategic expansions
  • \n
  • Be an expert on the Udemy Business platform with a deep understanding of our technology and content
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  • Be a voice of the customer and proactively communicate customer feedback to cross-functional teams
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What you’ll have 

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  • Language fluency in German and English
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  • 3+ years of customer success experience in B2B SaaS organisations, or 2+ years working with Enterprise clients in B2B SaaS organisations
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  • Proven experience identifying, nurturing, and successfully expanding existing customer accounts 
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  • Been accountable to a revenue goal 
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  • Superior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wisely
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  • A data-driven approach and the ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes
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  • Experience collaborating across teams toward a common goal  
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  • Experience with customer journey mapping and customer segmentation
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We understand that not everyone will match each of the above 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!

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Life at Udemy 

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We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

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    We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

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    Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

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    Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

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    We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

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Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

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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.

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Our Benefits Start With U

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Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the Ireland:

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    Core Benefits: Comprehensive medical, dental, life and income protection coverage

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    Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement. 26 weeks paid maternity leave for birthing parents as well as a two-week “ease-back” program that enables parents to return part-time at full pay

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    Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

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    Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

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    Retirement: 6% employer matching Defined Contribution Master Trust

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    Charitable Giving: Corporate charitable match for eligible nonprofits and charities

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    Holidays: 25 paid holidays throughout the year plus bank holidays

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About our Dublin location 

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Dublin is where our Europe, Middle East, and Africa (EMEA) headquarters is located, which means it plays a major role in our mission of sharing knowledge and unlocking potential for learners, instructors, and businesses globally. We have a fantastic central Dublin location with a brand new building, purpose-built for us. We’ve invested a lot here and have seen huge growth in the EMEA market – which is why we see Dublin as a key location for the future of Udemy. 

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We have also been officially certified as a Great Place to Work in Ireland, recognizing our high-trust, high-performance workplace culture. With so many diverse perspectives, languages, and ethnicities coming together here, it’s no surprise that our Dublin office has been thriving. 

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Would you like to learn more about Udemy? Here are a few resources:

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How Udemy Started [video]

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Investor Overview

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

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#LI-EE1

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#LI-Hybrid 

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Cyndia Chambers
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Enterprise Customer Success Manager
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What drew you to Udemy?
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Cyndia Chambers
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Enterprise Customer Success Manager
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What drew you to Udemy?
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An inside look at the Customer Success team
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Stephanie Stapleton, President, Udemy Business
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What inspired you to join Udemy?
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What does the Customer Success team do to build customer relationships that help businesses grow?
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An inside look at the Customer Success team
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Stephanie Stapleton, President, Udemy Business
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What inspired you to join Udemy?
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What does the Customer Success team do to build customer relationships that help businesses grow?
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What is the culture like for working parents at Udemy?
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Chris Peare
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Manager of Commercial Customer Success
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What drew you to Udemy?
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In what ways are you supporting your customers?
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Lightning Round
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Chris Peare
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Manager of Commercial Customer Success
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What drew you to Udemy?
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In what ways are you supporting your customers?
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A look inside the Corporate Sales team at Udemy
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Annette Kasper, Director of Corporate Sales
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What drew you to Udemy?
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How does the Corporate Sales team contribute to Udemy's mission?
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What skills make a successful teammate on the Sales team?
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What's your favorite Udemy course?
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A look inside the Corporate Sales team at Udemy
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Annette Kasper, Director of Corporate Sales
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What drew you to Udemy?
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How does the Corporate Sales team contribute to Udemy's mission?
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What skills make a successful teammate on the Sales team?
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What's your favorite Udemy course?
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Inside the Enterprise Sales team at Udemy
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Matthew Jolly, Enterprise Account Executive
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What drew you to Udemy?
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A unique experience you've shared with your team?
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Lightning round
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Inside the Enterprise Sales team at Udemy
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Matthew Jolly, Enterprise Account Executive
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What drew you to Udemy?
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What is it like to sell on the Enterprise Sales team?
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A unique experience you've shared with your team?
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Lightning round
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Greg Brown
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CEO
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Meet Greg
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Why did you join Udemy?
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What makes a great teammate at Udemy?
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Career advice to your younger self?
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Meet Greg
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Why did you join Udemy?
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What makes a great teammate at Udemy?
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\n\n","datePosted":"2023-11-03T14:08:32.362Z","validThrough":"2023-12-21","employmentType":[],"hiringOrganization":{"@type":"Organization","name":"Udemy","description":"With a mission to improve lives through learning, Udemy is the world’s largest online learning destination that helps students, businesses, and governments gain the skills they need to compete in today’s economy. Forty million students are mastering new skills from 70,000 expert instructors teaching over 155,000 online courses in topics from programming and data science to leadership and team building. For companies, Udemy for Business offers an employee training and development platform with subscription access to 8,500+ courses, learning analytics, as well as the ability to host and distribute their own content. Udemy for Government is designed to upskill workers and prepare them for the jobs of tomorrow. Eighty percent of Fortune 100 companies trust Udemy for employee upskilling. Udemy is privately held and headquartered in San Francisco with offices in Denver, Brazil, India, Ireland, and Turkey. Udemy investors include Insight Partners, Prosus (Naspers Ventures), Norwest Venture Partners, Stripes, and Benesse Holdings.","numberOfEmployees":7705,"address":[{"address":{"@type":"PostalAddress","addressLocality":"San Francisco, CA, USA"}}],"sameAs":"https://udemy.com","url":"https://udemy.com","logo":"https://cdn.getro.com/companies/eeb3a86d-28f4-5a77-920a-4008ecb9cb8a","memberOf":{"@type":"Organization","name":"Stripes","description":"Based in New York City, Stripes is a leading growth equity firm that invests in branded consumer and software companies. For over a decade, Stripes has partnered with market-leading businesses, fueling the next generation of iconic companies with service and resources that make a critical difference.","logo":"https://cdn.filepicker.io/api/file/DbbbvO7HSVWgYoBYDA1i","url":"jobs.stripes.co"},"keywords":"Education, HR and Recruiting, Software"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Dublin, Ireland"}}}

Customer Success Manager, Scaled Enterprise (German)

Udemy

Udemy

Customer Service, Sales & Business Development
Dublin, Ireland
Posted on Friday, November 3, 2023

Customer Success Manager, Scaled Enterprise (German)

Dublin, Ireland

About us

At Udemy, we’re on a mission to improve lives through the power of learning. We’re a leading global learning company and one of the world’s largest education platforms, with more than 59 million learners. Our goal is to provide flexible, effective skill development to empower organizations and individuals. 

Talented people are everywhere, and the right opportunity can be hard to come by. That’s why we’re focused on revolutionizing learning, using our skills and expertise to help others develop theirs and reach their full potential. Individually, we bring our unique perspective to reimagine the way we share knowledge. Together, we can improve lives by making learning more accessible for our learners, our instructors, and businesses around the world.

Udemy is headquartered in San Francisco with global offices in Australia, India, Ireland, Türkiye, and other US locations. Our robust hybrid work model spans San Francisco, Denver, Ankara, Dublin, and Melbourne. This hybrid position requires two days per week in our Dublin office. Learn more about us on our company page.

About you 

You’re an active listener and a determined person who thrives in a collaborative environment like ours. You want to use your skills to help others progress, whether that’s internally with your team or seeing the impact your work can have on people around the world as you help us expand into new markets. You’re ready for a challenge and aren’t afraid to try new ideas.

About this role

We’re looking for an innovative, strategic Customer Success Manager to manage a book of business of Mid-Market & Enterprise customers (organizations with 2,000+ employees) in EMEA. These customers typically have purchased Udemy Business for small-to-medium-sized teams and departments. You’ll be in charge of the success of your book of business in terms of engagement as well as revenue retention and expansion.

What you'll be doing: 

  • Manage a book of approximately 250-300 Enterprise customers across the EMEA region, including our thriving DACH region (Germany, Austria and Switzerland)
  • Be responsible for driving the engagement and revenue retention of your book of business by using a combination of high-touch and tech-touch strategies
  • Renew customer contracts and partner with Sales to achieve retention and upsell targets
  • Develop expertise about the use cases of Enterprise-sized customers who have purchased Udemy Business for small-to-medium-sized teams or departments
  • Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings) 
  • Target a subset of high growth potential accounts for strategic expansions
  • Be an expert on the Udemy Business platform with a deep understanding of our technology and content
  • Be a voice of the customer and proactively communicate customer feedback to cross-functional teams

What you’ll have 

  • Language fluency in German and English
  • 3+ years of customer success experience in B2B SaaS organisations, or 2+ years working with Enterprise clients in B2B SaaS organisations
  • Proven experience identifying, nurturing, and successfully expanding existing customer accounts 
  • Been accountable to a revenue goal 
  • Superior project management, time management and organisational skills; excellent attention to detail and ability to prioritise wisely
  • A data-driven approach and the ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes
  • Experience collaborating across teams toward a common goal  
  • Experience with customer journey mapping and customer segmentation

We understand that not everyone will match each of the above 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!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

  • We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

  • Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

  • Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

  • We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. Learn more about our certification here and find out what it's like to work at Udemy on our blog.

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

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.

Our Benefits Start With U

Our benefits package at Udemy “starts with U” and is grounded in mission-driven benefits that intentionally align with our core values. Here’s a sneak peek at just a few highlighted benefits if you’re a full-time Udemate based in the Ireland:

  • Core Benefits: Comprehensive medical, dental, life and income protection coverage

  • Parental Benefits: Financial assistance for fertility (including egg-freezing), adoption, and surrogacy expenses; twelve weeks of paid family bonding for birth, surrogacy, adoption, and foster placement. 26 weeks paid maternity leave for birthing parents as well as a two-week “ease-back” program that enables parents to return part-time at full pay

  • Whole U: Fully paid memberships for meditation/mindfulness, therapy/coaching visits, financial planning, fertility and family building, maternity and newborn care, parenting and pediatrics, menopause care, breastmilk shipping, and caregiving support

  • Learning: Free access to Udemy and Udemy Business plus a yearly stipend to spend on professional development

  • Retirement: 6% employer matching Defined Contribution Master Trust

  • Charitable Giving: Corporate charitable match for eligible nonprofits and charities

  • Holidays: 25 paid holidays throughout the year plus bank holidays

About our Dublin location 

Dublin is where our Europe, Middle East, and Africa (EMEA) headquarters is located, which means it plays a major role in our mission of sharing knowledge and unlocking potential for learners, instructors, and businesses globally. We have a fantastic central Dublin location with a brand new building, purpose-built for us. We’ve invested a lot here and have seen huge growth in the EMEA market – which is why we see Dublin as a key location for the future of Udemy. 

We have also been officially certified as a Great Place to Work in Ireland, recognizing our high-trust, high-performance workplace culture. With so many diverse perspectives, languages, and ethnicities coming together here, it’s no surprise that our Dublin office has been thriving. 

Would you like to learn more about Udemy? Here are a few resources:

How Udemy Started [video]

Investor Overview

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

#LI-EE1

#LI-Hybrid 

 

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Cyndia Chambers
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