Coursera - Copy of Customer Success Manager (German-speaking)
Requirements
• 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 • Fluency in German and English • 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 • Application Window: 11/23/2026#LI-AS2 • Application Window: • For more information about how Coursera collects and uses your personal information, please see our Coursera + Udemy Global Applicant Privacy Notice. • To protect against recruitment fraud, Coursera + Udemy recruiters only communicate via official coursera.org/udemy.com email addresses and never through personal accounts. We do not accept resumes via email or social media; please submit all applications directly through our careers page.
Responsibilities
• 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
Benefits
• 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. • 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. • 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 • Account Management: • 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 Advocacy: • Customer Engagement: Demonstrates a proactive, growth-oriented mindset and a consultative approach focused on achieving tangible customer outcomes • Customer Engagement: • 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 Retention: • 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 • Customer Value: • Data Analysis: Uses data-driven insights to measure customer success metrics, identify usage patterns and trends, and translate analytics into actionable recommendations • Data Analysis: • Risk Management: Takes ownership of identifying early risk indicators within accounts and develops effective strategies to mitigate risks and protect customer relationships • Risk Management: • 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 Communication: • Strategic Planning: Develops proactive account plans aligned with customer business objectives, strategic initiatives, and learning goals, demonstrating measurable value and long-term impact • Strategic Planning:
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