At a Glance
- Tasks: Manage enterprise customer relationships and drive their success with Udemy Business.
- Company: Join Coursera + Udemy, a leading platform reshaping learning through AI.
- Benefits: Flexible work options, competitive salary, and opportunities for professional growth.
- Other info: Dynamic team culture focused on collaboration and innovation.
- Why this job: Make a global impact by helping organisations thrive in the new economy.
- Qualifications: 5-8 years in B2B SaaS customer success; fluent in German and English.
The predicted salary is between 56700 - 69300 £ per year.
About Coursera + Udemy
Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world’s most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI.
Why join us now?
AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them.
Shape what comes next
By joining our team, you’ll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale.
How we work
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 this role
As a Customer Success Manager, you will partner with valued enterprise customers across the DACH market to ensure successful adoption of Udemy Business and help them achieve their strategic learning and development goals. You will build trusted relationships with customer stakeholders, from programme managers and learning champions to senior executives, acting as a strategic advisor throughout the customer lifecycle. You will take a consultative approach to understanding customer needs, developing learning strategies, driving platform engagement, and demonstrating measurable business impact.
Working closely with Sales and cross-functional teams, you will take ownership of customer retention and renewals while identifying opportunities for account growth and expansion. You will bring strong commercial awareness, a proactive mindset, and the ability to engage confidently with customers in both German and English.
About your skills
- Account Management: Orchestrates comprehensive account oversight by coordinating cross-functional teams, managing multiple customer relationships simultaneously, and identifying opportunities for growth while maintaining customer satisfaction.
- Customer Advocacy: Builds strong relationships with stakeholders, from programme managers to executive sponsors, turning customer connections into enthusiastic advocates and champions for Udemy's products and services.
- Customer Engagement: Demonstrates a proactive, growth-oriented mindset and a consultative approach focused on achieving tangible customer outcomes.
- Customer Retention: Implements proactive retention strategies by monitoring customer health, executing targeted intervention plans for at-risk accounts, and leading renewal conversations that demonstrate continued value.
- Customer Value: Demonstrates measurable ROI and business impact through value realisation frameworks, quantifies customer success outcomes, and articulates the strategic benefits of Udemy's solutions.
- Data Analysis: Uses data-driven insights to measure customer success metrics, identify usage patterns and trends, and translate analytics into actionable recommendations.
- Risk Management: Takes ownership of identifying early risk indicators within accounts and develops effective strategies to mitigate risks and protect customer relationships.
- Strategic Communication: Delivers clear, tailored communication to customers and executives. Demonstrates strong presentation and storytelling skills through customer value reviews, business reviews, discovery sessions, and stakeholder engagement across L&D, Talent, Finance, and IT.
- Strategic Planning: Develops proactive account plans aligned with customer business objectives, strategic initiatives, and learning goals, demonstrating measurable value and long-term impact.
What you'll be doing
- Proactively manage a portfolio of enterprise-level Udemy Business customers across the DACH market, prioritising customer health, retention, and expansion through tailored engagement strategies and individual success plans.
- Serve as a subject matter expert on the Udemy Business platform, advising customers on their learning and development strategies to support organisational growth and transformation.
- Build and maintain trusted relationships at executive level, positioning yourself as a strategic advisor on learning and development and establishing a regular Executive Business Review cadence.
- Partner closely with Sales to develop account strategies focused on retention, renewals, upsell opportunities, and successful onboarding of new customers.
- Drive adoption and engagement by designing and launching internal promotion programmes that increase awareness and utilisation of Udemy Business within customer organisations.
- Monitor customer health, platform usage, and engagement metrics to identify opportunities, address risks, and demonstrate value.
- Establish a feedback loop with Product Management, sharing customer insights and requests to help align product development with customer needs.
- Partner with Marketing to identify case study opportunities and develop customers as advocates through testimonials and media exposure.
- Develop and refine internal and customer-facing processes, programmes, and resources to improve efficiency and enhance the effectiveness of the Customer Success team.
Qualifications
- 5–8 years of experience in B2B SaaS customer success, account management, consulting, or sales, with a focus on enterprise-level accounts (>$100k ACV).
- Fluency in German and English, with the ability to confidently lead customer meetings, presentations, and executive-level conversations in both languages.
- Experience working with enterprise customers, ideally within HR, Learning & Development, or Talent Management.
- Demonstrated ability to build and maintain trusted relationships with customer stakeholders and develop long-term strategic partnerships.
- Proven ability to identify and drive upsell and expansion opportunities aligned with customer needs and business objectives.
- Experience developing and implementing strategies to improve customer health, adoption, engagement, and utilisation of technology solutions.
- Strong commercial acumen and experience managing renewals, retention, and customer growth.
- Ability to analyse customer data and translate insights into actionable recommendations that demonstrate value and drive outcomes.
- Fundamental understanding of customer integration concepts, including Single Sign-On (SSO), APIs, and feature customisation.
- Excellent communication, presentation, stakeholder management, and problem-solving skills.
Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace. We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request.
Copy of Customer Success Manager (German-speaking) employer: Coursera
Coursera and Udemy, now united as one innovative company, offer a dynamic work environment that fosters collaboration and creativity. As an employer, we prioritise employee growth through continuous learning opportunities and a commitment to diversity and inclusion, ensuring that every team member can thrive in their career while contributing to our mission of reshaping education for millions worldwide. Located in a vibrant tech hub, our workplace is designed to inspire and empower individuals to make a meaningful impact in the evolving landscape of skills development.
StudySmarter Expert Advice🤫
We think this is how you could land Copy of Customer Success Manager (German-speaking)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coursera. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Coursera before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Copy of Customer Success Manager (German-speaking)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Coursera:Your cover letter is your chance to shine! Tell us why you want to work at Coursera specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Coursera!
How to prepare for a job interview at Coursera
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
