Customer Success Manager, German-speaking

🔥 15 minutes ago

🇮🇪 Ireland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Coursera

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📚 Education

🛍️ eCommerce

☁️ SaaS

💰 $1M Venture Round on 2021-01

Education • eCommerce • SaaS

Coursera is one of the largest online learning platforms in the world, launched in 2012 by Stanford professors Andrew Ng and Daphne Koller. With the mission of providing universal access to world-class learning, Coursera partners with over 250 leading universities and industry partners to offer a wide range of courses, Specializations, Professional Certificates, and degree programs. As of March 2022, it had 102 million registered learners and is utilized by institutions globally for workforce upskilling and reskilling in various fields like data science, technology, and business. Coursera became a B Corp in February 2021.

📋 Description

• Manage a portfolio of enterprise-level Udemy Business customers across the DACH market • Prioritise customer health, retention, and expansion through tailored engagement strategies and success plans • Advise customers on learning and development strategies as a Udemy Business platform subject matter expert • Build executive-level relationships and establish a regular Executive Business Review cadence • Partner with Sales on retention, renewals, upsell opportunities, and onboarding • Design and launch internal promotion programmes to increase platform awareness and utilisation • Monitor customer health, platform usage, and engagement metrics • Share customer feedback and requests with Product Management • Partner with Marketing on case studies, testimonials, and media exposure • Improve Customer Success processes, programmes, and resources

🎯 Requirements

• 5–8 years of experience in B2B SaaS customer success, account management, consulting, or sales, focused on enterprise-level accounts (>$100k ACV) • Fluency in German and English, including leading customer meetings, presentations, and executive-level conversations in both languages • Experience working with enterprise customers, ideally within HR, Learning & Development, or Talent Management • Ability to build and maintain trusted stakeholder relationships and long-term strategic partnerships • Ability to identify and drive upsell and expansion opportunities • Experience improving customer health, adoption, engagement, and technology-solution utilisation • Strong commercial acumen and experience managing renewals, retention, and customer growth • Ability to analyse customer data and translate insights into actionable recommendations • Fundamental understanding of customer integration concepts, including Single Sign-On (SSO), APIs, and feature customisation • Excellent communication, presentation, stakeholder management, and problem-solving skills

🏖️ Benefits

• Choice of working from home, an office, or a collaboration space • Opportunities for collaboration and complex problem-solving with a globally distributed team • Career growth opportunities • Opportunity to make a global impact • Reasonable accommodations upon request

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