Senior Onboarding Consultant

About your skills
Consulting:You are recognized as a go-to expert both internally and by your customers. You bring a sophisticated strategic lens to every engagement, helping customers connect their learning investment to measurable business outcomes. You proactively identify risks and opportunities that others may overlook, and you help shape how Udemy's onboarding practice continues to evolve.
Customer Engagement:You build deep, trust-based relationships with senior stakeholders, including executives and key decision-makers, navigating complex organizational dynamics with confidence. You read the broader context of a customer's business and adapt your approach to influence outcomes that benefit both the customer and Udemy.
Customer Success:You think beyond the onboarding window, connecting early adoption patterns to long-term retention, expansion, and renewal outcomes. You bring a strategic understanding of what drives customer value at scale and actively contribute to how the team defines and measures success.
Project Management: You lead complex, multi-stakeholder onboarding engagements with minimal oversight, managing competing priorities, resolving cross-functional dependencies, and keeping engagements on track even in ambiguous or fast-moving situations. You help define and refine the frameworks and processes the team uses to deliver consistently.

About this 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.
What you'll be doing
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

What you'll have
While this work is based more on the skills a person has than what they have done, we think a typical profile could include the following:
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 Required
Significant experience in a customer-facing onboarding, implementation, or consulting role within a SaaS environment, including leading high-stakes engagements with strategic or enterprise-level customers and managing large, complex ARR accounts.
Demonstrated ability to manage multiple concurrent senior-level customer engagements with minimal oversight, navigating ambiguity and competing priorities.
Strong communication and facilitation skills, with experience engaging and influencing stakeholders at all organizational levels.
Technically curious mindset and willingness to develop fluency in platform tools, including guiding customers on single sign-on (SSO) and analytics.
Proven ability to connect onboarding outcomes to retention, expansion, and renewal business goals.
Experience contributing to development of onboarding methodologies, playbooks, or team-wide processes.
Collaborative approach to cross-functional work and ability to influence without authority across Sales, Customer Success, and Product teams.
Genuine passion for learning and development and helping organizations build a culture of continuous growth.