Customer Success Manager, German-speaking

🔥 9 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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This company has sponsored UK Skilled Worker visas in the past.

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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

• 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 learning and development strategies • Build and maintain trusted executive-level relationships and establish a regular Executive Business Review cadence • Partner with Sales on retention, renewals, upsell opportunities, and onboarding of new customers • Design and launch internal promotion programmes to increase Udemy Business awareness and utilisation • Monitor customer health, platform usage, and engagement metrics to identify opportunities, address risks, and demonstrate value • Share customer insights and requests with Product Management • Partner with Marketing on case studies, testimonials, and media exposure • Develop and refine internal and customer-facing processes, programmes, and resources to improve Customer Success team effectiveness

🎯 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 • 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

🏖️ Benefits

• Choice of working from home, an office, or a collaboration space • Globally distributed team with intentional collaboration opportunities • Reasonable accommodations upon request

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