Senior Onboarding Consultant

About the role

As a Senior Onboarding Consultant at Udemy, you will play a pivotal role in setting our most strategic customers up for long-term success with Udemy Business. As part of the Professional Services team, you will work in close partnership with Customer Success to lead newly signed customers through a structured 8-12 week onboarding journey, from initial platform configuration and integration through to early adoption and handoff to their Customer Success Manager. In addition to delivering exceptional onboarding experiences, you will contribute to shaping the practice itself, mentoring colleagues and helping elevate the quality and consistency of the team's work.

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

Requirements

• 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

Skills

• Strategic consulting: You bring a sophisticated strategic lens to every engagement, helping customers connect their learning investment to measurable business outcomes
• Customer engagement: You build deep, trust-based relationships with senior stakeholders, navigating complex organizational dynamics with confidence
• Customer success: You think beyond the onboarding window, connecting early adoption patterns to long-term retention, expansion, and renewal outcomes
• Project management: You lead complex, multi-stakeholder onboarding engagements with minimal oversight, managing competing priorities and resolving cross-functional dependencies

Pay

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. Hiring compensation range: $112,000—$140,000 USD.

Benefits

• Full access to Udemy courses
• Monthly UDay to invest in yourself
• Budget to spend on whatever helps you improve
• Region-specific benefits (e.g., health coverage, retirement plans, and other protections; see Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits, and US Benefits for details)

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.