About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped over 70 million learners and 16,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. T his hybrid position requires two days per week in our Dublin office.
About you

You’re a collaborative, data-driven, and creative problem-solver who loves diving into the details. You thrive in dynamic environments like ours where you can strategically build systems, processes, and tools to create best-in-class customer experiences. You love influencing our company’s growth journey and enabling our internal go-to-market teams to efficiently generate revenue and scale.

• Data Analysis &; Reporting:
  Proficient in interpreting and analyzing data to identify trends, risks, and opportunities within the customer renewal cycle. Ability to turn data insights into actionable recommendations to drive business outcomes.
  
• Analytical Tools:
  Extensive experience with analytics and reporting tools such as Excel (advanced functions including pivot tables, VLOOKUP, and macros), Tableau, Power BI, and Google Analytics. Skilled in creating custom reports, dashboards, and visualizations to track KPIs related to renewals, customer health, and retention.
  
• Database &; Querying Tools:
  Experience with SQL or other querying tools for extracting and manipulating data to generate meaningful insights for strategic decision-making.
  
• Forecasting &; Modeling:
  Strong skills in renewal forecasting and financial modeling, using data-driven techniques to predict renewal likelihood, churn risks, and customer lifetime value (CLV).
  
• Problem Solving &; Critical Thinking:
  Ability to synthesize complex datasets to solve business problems, identify key drivers of churn, and develop proactive strategies to increase retention and renewals.
  
  About this role
  
  We are looking for a Renewals Analyst to join our Customer Success Operations team to drive accuracy and efficiency of our Renewals business. This role will report to the Manager of Customer Success Operations as a part of our GTM Operations Org and work directly with some of our Customer Success leaders. The Customer Success Organization encompasses; Customer Success, Renewals, and Professional Services.
  What you'll be doing
  
  • Renewals Management:
    Report on the customer renewal process to ensure timely and successful renewals, maintaining customer retention targets and reducing churn rates.
    
  • Operational Strategy:
    Develop and implement strategies to optimize the renewal workflow, improve renewal forecast accuracy, and drive operational efficiencies.
    
  • Data Analysis &; Reporting:
    Analyze renewals data, customer trends, and account health metrics to identify potential risk areas, opportunities for upsell, and expansion within customer accounts. Provide detailed reports and insights to the Customer Success and cross functional teams.
    
  • Collaboration:
    Work closely with Customer Success/Renewals, Sales, and Finance teams to align on goals, share insights, and create a wholistic forecast view that covers all ends of the business
    
  • Forecasting &; Pipeline Management:
    Manage the renewals pipeline, ensuring accurate forecasting, reporting, and tracking of key renewal metrics. Anticipate risks and address them proactively.
    
  • Renewals Performance Metrics:
    Develop and track performance KPIs related to renewals, including renewal rates, retention, expansion, and churn.
    
  • Tools and Systems Management:
    Manage and optimize the systems and tools (e.g., CRM platforms, customer success platforms) used for tracking renewals and customer success operations.
    
    What you’ll have
    
    • 5+ years of experience in Customer Success, Sales Operations, or a related field with a focus on renewals and customer retention.
      
    • Strong background in data analysis, reporting, and forecasting in a SaaS or tech environmen and familiarity with subscription-based models.t.
      
    • Proven success in managing complex renewals processes and working cross-functionally with Sales, Finance, and Customer Success teams.
      
      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.
        
        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: 7% 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.
          
          Information regarding data privacy is available within the Udemy Careers Privacy Notice .
          
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