Udemy appoints Neeracha Taychakhoonavudh to lead CX

Udemy has appointed Neeracha Taychakhoonavudh as its first Chief Customer Experience Officer to lead global customer success, support, and operations.

In her newly established role, Taychakhoonavudh will head Udemy's Global Customer Success and Customer Operations teams. Her remit includes overseeing enterprise customer adoption, expansion, and retention strategies, aiming to meet the evolving requirements of Udemy's diverse, worldwide customer base. She will report directly to Udemy President and Chief Executive Officer Hugo Sarrazin.

Taychakhoonavudh joins Udemy, bringing substantial experience in enterprise software and customer success leadership. Before joining Udemy, she served as Chief Customer Officer at Asana. Before that, she spent 14 years at Salesforce, where she held several leadership roles in customer success, renewals, partner strategy, industry solutions, and sales operations, most recently as Executive Vice President, Global Customer Success for Salesforce.

"Neeracha brings deep expertise in customer experience, a global mindset, and an ability to scale strategic programs that drive expansion with global organisations that provide lasting business value. Her leadership will be instrumental as we strengthen our customer engagement model, deepen loyalty, and accelerate durable growth across Udemy Business. We're thrilled to welcome her at this pivotal stage of our journey," Hugo Sarrazin commented on her appointment.

"I've deployed AI tools which transform the customer experience by delivering a truly personalised journey, and look forward to leveraging this in the world of skills development, both at the individual and organisational level. As the future of work undergoes revolutionary levels of change, Udemy's AI-powered platform can help reshape how global enterprises approach strategic workforce planning in a modern way. I look forward to working with Udemy's talented team to create a future-forward customer experience by focusing on delivering values and outcomes," Taychakhoonavudh said.

Through the appointment, Udemy aims to enhance its focus on customer voice and loyalty, building on its position as an online skills marketplace and learning platform with a global customer base. The company continues expanding its solutions for enterprises via Udemy Business, providing on-demand and immersive learning options for employees at varying career stages, including Udemy Business Pro and the Udemy Business Leadership Academy. Udemy's customers include Fender, Glassdoor, On24, The World Bank, and Volkswagen.

The appointment of Taychakhoonavudh comes amid ongoing changes in how global enterprises approach workforce development and learning, particularly as artificial intelligence plays an increasing role in delivering more personalised learning experiences.

Udemy maintains its headquarters in San Francisco and has operational hubs in Austin and Denver, United States; Ankara and Istanbul, Türkiye; Dublin, Ireland; Melbourne, Australia; Mexico City, Mexico; and Chennai, Gurugram, and Mumbai, India.