New

Vice President, Customer Experience Strategy & Operations

Udemy
$270,000-$320,000
United States, California, San Francisco
600 Harrison Street (Show on map)
Jul 08, 2025
Join Udemy. Help define the future of learning. Udemy is an AI-powered reskilling 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 Turkiye. We're on a mission to prepare the global workforce for the future by helping organizations reskill and thrive in the age of AI. Our Customer Experience (CX) team is at the heart of this mission-partnering with customers to deliver lasting outcomes through success, services, support, and renewals. We value collaboration, transparency, and customer impact. We believe in cross-functional problem solving, open feedback loops, and shared success. If you're energized by building systems that scale and teams that thrive together, we want to hear from you. About your skills Strategic thinking: demonstrates exceptional strategic thinking capabilities, consistently looking beyond day-to-day operations to envision future possibilities and opportunities. Data-Driven Decision Making: Proficient in analyzing and utilizing data to inform CX strategies, with strong analytical skills and experience in SaaS-specific metrics. Change Management: Skilled in implementing processes and technologies in a public SaaS environment, managing stakeholder buy-in and driving adoption. Leadership & Team Development: Proven ability to build, mobilize, and lead high-performing teams, with a focus on fostering engagement, growth, and accountability. Strong cross-functional leadership demonstrating a high degree of EQ and empathy for all stakeholders. About this role We are seeking a collaborative and strategic VP of Strategy & Operations to lead and scale our post-sales engine. This role supports the functions of Customer Success, Renewals, Professional Services, and Support, and is critical to shaping what "great" looks like across the entire customer lifecycle-from onboarding through adoption to renewal and expansion. You'll be responsible for building the systems, programs, and digital journeys that ensure consistency, quality, and efficiency in how we deliver value to customers. Your team will focus on the Metrics that Matter and help the org make data-based business decisions. You'll champion cross-functional alignment, unlock the power of AI and automation, and ensure our teams are equipped with the playbooks, tools, reports, and insights they need to succeed. What you'll be doing Strategy & Vision: Define and execute the post-sales strategy in close alignment with the Chief Customer Experience Officer and key stakeholders including Sales and Product. Shape a unified customer lifecycle vision-from onboarding to renewal-with clear success metrics at every stage. Serve as a strategic advisor to the C-Suite on growth, retention, and customer experience initiatives. Playbook & Program Development: Design and operationalize customer lifecycle playbooks that define "what good looks like" at each stage (onboarding, adoption, value realization, support, renewal). Partner with functional leaders to implement and continuously improve these playbooks based on customer feedback and outcomes. Build frameworks for segmentation, health scoring, journey mapping, and proactive engagement. Enablement & Collaboration: Build and lead an enablement engine for all post-sales roles, focusing on onboarding, skills development, and best practice sharing. Foster strong partnerships across Sales, Product, and Marketing to ensure seamless handoffs and coordinated customer messaging. Promote a culture of shared learning, knowledge flow, and iterative improvement across teams. Operational Excellence: Own the CX operating model, including systems, analytics, forecasting, and business rhythms. Drive process improvements and workflow automation across teams using best-in-class tooling (e.g., Salesforce, Gainsight, AI copilots). Optimize team capacity and performance through smart resource planning and KPIs. Digital & AI-Led Transformation: Design and implement digital-first customer experiences that scale-blending human touch with AI-powered efficiency. Use AI and intelligent agents to improve support resolution, success planning, and customer education. Champion experimentation and innovation to continuously elevate the customer experience. Leadership and Development: Provide leadership and talent development to the CX team, and foster a culture of continuous improvement, innovation, and accountability. What you'll have 10+ years of post-sales leadership across Customer Success, Renewals, Professional Services, or Support. 5+ years in a senior operations or strategy role with a strong enablement component. Experience building or scaling cross-functional programs in a high-growth SaaS or services company. Proven track record of designing customer lifecycle playbooks and digital customer experiences. Deep knowledge of tools and systems that support post-sales (e.g., Salesforce, Gainsight, ServiceNow, AI solutions). Excellent communicator and relationship builder-able to influence at all levels and foster trust across teams. Strong analytical and problem-solving skills; able to connect strategy with execution and measure what matters. #LI-LP1 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 and a bonus. Hiring Compensation Range $270,000 — $320,000 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 LEARNtogether. 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 US Benefits, Ireland Benefits & Turkiye 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.