Note: The job is a remote job and is open to candidates in USA. Udemy is an AI-powered skills acceleration platform transforming how companies and individuals build capabilities needed to thrive in a rapidly evolving workplace. As a Senior Onboarding Consultant, you will lead onboarding engagements for strategic customers, ensuring their success through tailored plans and consultations while mentoring junior consultants and contributing to the onboarding methodology.
Responsibilities
- Lead end-to-end onboarding engagements for Udemy's most strategic newly signed customers, serving as a trusted advisor and primary point of contact throughout the 8-12 week journey
- Develop and tailor onboarding plans that connect customer learning goals to measurable business outcomes, ensuring a strong foundation for long-term success
- Deliver strategic consultations alongside hands-on training and product walkthroughs for administrators and end users, including guidance on platform configuration, analytics, and integrations such as SSO
- Manage complex, multi-stakeholder onboarding engagements, proactively navigating competing priorities, cross-functional dependencies, and organizational change
- Ensure a seamless, well-documented transition to the assigned Customer Success Manager, equipping them with the insights needed to drive ongoing retention and growth
- Contribute to the evolution of Udemy's onboarding methodology, including the development of scalable playbooks, frameworks, and best practices
- Mentor and support more junior Onboarding Consultants, sharing expertise and helping elevate the overall quality and consistency of the team's work
- Capture and synthesize voice-of-customer insights to inform product development, service improvements, and broader go-to-market strategy
Skills
- Significant experience in a customer-facing onboarding, implementation, or consulting role within a SaaS environment, with a track record of leading high-stakes engagements with strategic or enterprise-level customers, including experience managing large, complex ARR accounts
- Demonstrated ability to manage multiple concurrent senior-level customer engagements with minimal oversight, navigating ambiguity and competing priorities effectively
- Strong communication and facilitation skills, with experience engaging and influencing stakeholders at all levels of an organization
- A technically curious mindset, with a willingness to develop fluency in platform tools and help customers navigate concepts such as single sign-on (SSO) and analytics
- A proven ability to connect onboarding outcomes to broader business goals, including retention, expansion, and renewal
- Experience contributing to the development of onboarding methodologies, playbooks, or team-wide processes
- A collaborative approach to cross-functional work, with the ability to influence without authority across Sales, Customer Success, and Product teams
- A genuine passion for learning and development, and for helping organizations build a culture of continuous growth
Benefits
- Full access to Udemy courses
- A monthly UDay to invest in yourself
- A budget to spend on whatever helps you improve
- Space and tools to experiment, apply, and get better at using AI in practical ways
Company Overview
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