Manager, SMB

Coursera and Udemy are now one company, creating one of the world’s most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivotal moment of change. Read more about the combined company by visiting our blog. About Udemy Udemy is an AI-powered skills acceleration platform transforming how companies and individuals across the world build the capabilities needed to thrive in a rapidly evolving workplace. By combining on-demand, multi-language content with real-time innovation, Udemy delivers personalized experiences that empower organizations to scale workforce development and help individuals build the technical, business, and soft skills most relevant to their careers. Today, thousands of companies, including Samsung SDS America, On24, Tata Consultancy Services, The World Bank, and Volkswagen, rely on Udemy Business for its enterprise solutions to build agile, future-ready teams. Udemy is headquartered in San Francisco, with hubs across the United States, Australia, India, Ireland, Mexico, and Türkiye. Udemy recently combined with Coursera to create one of the world’s most comprehensive skills development platforms. Coursera + Udemy lets you choose the best way to work, whether it’s from home, an office, or a collaboration space. We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to come together. If you’re ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below. ABOUT YOUR SKILLS * Enterprise Renewal Ownership: You independently manage high-value, complex books of business from early engagement through to close. You confidently lead high-stakes conversations across pricing, contracting, and procurement, expertly balancing ARR protection and contract quality with customer trust. * Forecasting Discipline: You possess a deep understanding of SaaS metrics (including ARR, GRR, NRR, and churn) and leverage this knowledge to maintain an accurate, objective rolling forecast. You clearly communicate pipeline movement, risk, and expected outcomes to leadership. * Cross-Functional Influence: You partner seamlessly across Sales, Customer Success, Legal, Deal Desk, and Finance to drive alignment and navigate ambiguity. You effectively execute complex renewal strategies and drive initiatives to completion without relying on direct authority. * Analytical Problem Solving: You excel at evaluating complex retention data to identify root causes of churn risk, translating insights into actionable recommendations. Additionally, you develop talent through mentorship and feedback, creating a culture of clarity and accountability. ABOUT THIS ROLE The Senior Renewals Manager will play a critical role in driving Udemy’s continued growth and revenue retention across our North America enterprise customer base. This individual will own a portfolio of complex enterprise renewals, protect and expand recurring revenue, identify risk early, and lead customers through a disciplined and consultative renewal motion. This is a senior individual contributor role for someone who can quickly understand the business, operate with a high degree of ownership, and manage renewal outcomes across multiple stakeholders, priorities, and commercial variables. The Senior Renewals Manager will partner closely with Customer Success, Sales, Legal, Deal Desk, Finance, Revenue Operations, and executive stakeholders to create a consistent, strategic, and high-quality customer renewal experience. The ideal candidate brings strong commercial judgment, executive presence, forecasting discipline, negotiation skill, financial acumen, and the ability to manage complex customer conversations with clarity and confidence. WHAT YOU’LL BE DOING * Lead the end-to-end renewal sales cycle for a strategic portfolio of enterprise accounts, executing established playbooks while applying senior-level judgment to ensure predictable, on-time closures. * Develop and execute customer-specific negotiation strategies for pricing, packaging, and concessions that aggressively protect ARR and minimize attrition while preserving long-term customer trust. * Build multi-threaded relationships across customer organizations—including procurement, legal, and executive sponsors—to deeply understand business objectives, reinforce platform value, and proactively mitigate churn risks. * Maintain a highly accurate rolling forecast and exceptional CRM hygiene, providing leadership with clear, data-driven visibility into pipeline movement, renewal sentiment, and strategic blockers. * Partner closely with Sales, Customer Success, Legal, Deal Desk, and Finance to align on account strategy and influence internal approvals, contracts, and commercial decisions without direct authority. * Analyze key retention metrics, product usage data, and market trends to assess portfolio health, surface actionable insights back to the business, and mentor peers to raise the team's overall standard of execution. WHAT YOU’LL HAVE * 6+ years of experience in renewals, enterprise sales, account management, customer success, revenue operations, or another customer-facing commercial role, preferably in a SaaS or subscription-based business. * Proven track record managing and renewing enterprise customer relationships, including complex accounts with multiple stakeholders. * Strong negotiation and objection-handling skills, including experience leading value-based renewal conversations with senior and executive-level customer stakeholders. * Demonstrated experience negotiating commercial terms, pricing changes, procurement requirements, and renewal contracts in a B2B environment. * Strong financial acumen, including the ability to understand ARR impact, contraction risk, pricing tradeoffs, concession implications, renewal quality, and forecast movement. * Strong forecasting discipline and ability to assess renewal health with accuracy and objectivity. * Experience using Salesforce or a comparable enterprise CRM to manage opportunities, forecast renewals, maintain data quality, and support pipeline inspection. * Ability to travel as needed within North America.     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, and experience. In addition to a base salary, this role is also eligible for equity and a bonus.  Hiring Compensation Range $110,000—$137,500 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 LEARN together.  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 Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US 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!    To protect against recruitment fraud, Coursera + Udemy recruiters only communicate via official coursera.org/udemy.com email addresses and never through personal accounts. We do not accept resumes via email or social media; please submit all applications directly through our careers page. If you encounter suspicious recruitment activity, please report it via our Fraudulent Activity Submission Form. Information regarding data privacy is available within the Udemy Careers Privacy Notice.

ABOUT THE OPPORTUNITY We are seeking a Manager Order-to-Cash (O2C) Operations to lead day to day -execution across order management (including provisioning), billing, credit, and collections. This role plays a critical part in sustaining operational excellence while strengthening our O2C foundation to support continued scale. As transaction volume and enterprise complexity grow, this leader will ensure disciplined execution, protect working capital, and reinforce revenue governance standards. This position reports to the Senior Director, Quote-to-Cash and serves as a key operational partner across Finance and Sales for O2C execution matters. WHAT TO EXPECT? END-TO-END O2C OPERATIONS * Lead daily operations across order management, billing, credit, and collections. * Serve as the primary operational escalation point for O2C-related matters. * Ensure billing accuracy, disciplined credit evaluation, and effective collections performance. * Run structured operational reviews (aging, billing quality, SLA monitoring, exception management). * Identify and proactively resolve operational risks. Working Capital & Performance Management * Own key O2C performance metrics including DSO, aging quality, dispute trends, and billing accuracy. * Monitor performance and support corrective actions to maintain strong cash flow * Strengthen billing frequency and payment term discipline in partnership with Sales and Deal Desk. * Support predictable cash flow through disciplined execution. Cross-Functional Partnership & Governance * Partner with Deal Desk to ensure deals are operationally sound and executable. * Collaborate with cross-functional stakeholders (Finance, Sales, Rev Rec) to support GTM initiatives. Escalate structural issues appropriately while resolving operational matters independently. * Partner with cross-functional teams to support various Go-To-Market (GTM) initiatives within the O2C domain. TOOLS, AUTOMATION & AI ENABLEMENT * Support adoption and effective use of O2C tools (e.g., Klarity,CreditPulse,Tesorio)- * Identify and assess opportunities to leverage automation and AI within O2C workflows. * Support Zuora-related initiatives from an operational readiness and execution perspective.  Partner with systems teams on enhancements and process improvements. Team Leadership * Lead, coach, and develop a team of -3-4 analysts across order management/billing and credit/collections. * Solidify the newly created O2C team and build cross-training across the team. * Establish clear performance expectations and accountability standards. * Strengthen team capability to support increasing scale and complexity. SCALE & CONTINUOUS IMPROVEMENT * Improve operational scalability without proportional headcount growth. * Standardize processes and documentation to reduce friction and risk. * Contribute to ongoing improvements in O2C operations as business complexity evolves.- WHAT YOU NEED TO BE SUCCESSFUL? * Relevant experience in order-to-cash operations, including billing and/or credit & collections, within SaaS or subscription-based environments. * Strong operational discipline and working capital awareness. * Confidence engaging cross-functional stakeholders, including Sales. * A structured thinker with a bias toward execution and continuous improvement. * Experience leveraging operational tools and automation to drive efficiency. Comfortable operating in a fast-growing, scaling environment. WHAT'S IN IT FOR YOU? * Join an ambitious tech company reshaping the way people build digital experiences * Full-time employees receive Stock Options for the opportunity to share in the success of our company * Comprehensive healthcare package covering 100% of monthly health premiums for employees and 85% of costs for your dependents.  * Fertility and family building benefits, including a lifetime reimbursable wallet to support your growing family. * We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, sick days, compassion days for loss,  education days, and volunteer days * Company paid parental leave to care for and focus on your growing family  * Use your personal annual education budget to improve your skills and grow in your career * Enjoy a full range of virtual and in-person events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties  * An annual wellbeing stipend to care for your physical, financial, or emotional health * A monthly communication stipend and phone hardware upgrade reimbursement. * New hire office equipment stipend for hybrid or distributed employees. Get the gear you need to work at your best. This role will need to be conducted in a state in which we are currently registered to do business. In addition, this position is not eligible for visa sponsorship. Applicants must be authorized to work without the need for visa sponsorship by the start date of employment. This position is eligible for equity awards in accordance with the terms of Contentful’s equity plans. The application deadline is 06/07/2026 Colorado Salary Statement: The salary range displayed is specifically for those potential hires who will work or reside in the state of Colorado if selected for the role. Any offered salary is determined based on internal equity, internal salary ranges, market data/ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD/technology), for example. Colorado Salary: $111,000- $150,000 WHO ARE WE? Contentful is a leading digital experience platform that helps modern businesses meet the growing demand for engaging, personalized content at scale. By blending composability with native AI capabilities, Contentful enables dynamic personalization, automated content delivery, and real-time experimentation, powering next-generation digital experiences across brands, regions, and channels for more than 4,200 organizations worldwide. More than 700 people from more than 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, Denver, San Francisco, London, New York, and distributed worldwide. EVERYONE IS WELCOME HERE! “Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences, and we are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us! If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know. Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information, such as bank account numbers, identification numbers, etc, through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reach out to us at security-esk@contentful.com with any information you may have. By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice” and hereby consent to the collection, processing, use, and storage of my personal information as described therein.