Customer Success Manager, German-speaking

This is a fully remote position, open to applicants in Ireland.

📋 Description

• Oversee a portfolio of enterprise-level Udemy Business clients within the DACH region.

• Focus on customer health, retention, and growth through customized engagement strategies and success plans.

• Provide expert advice to clients on learning and development strategies as a Udemy Business platform specialist.

• Cultivate executive-level relationships and maintain a consistent cadence for Executive Business Reviews.

• Collaborate with Sales on customer retention, renewals, upselling opportunities, and onboarding procedures.

• Create and implement internal promotional programs to enhance platform awareness and usage.

• Track customer health, platform utilization, and engagement metrics.

• Relay customer feedback and requests to Product Management.

• Work with Marketing on case studies, testimonials, and media outreach.

• Enhance Customer Success processes, programs, and resources.

⛳️ 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).

• Proficiency in German and English, including leading customer meetings, presentations, and executive-level discussions in both languages.

• Experience with enterprise customers, preferably in HR, Learning & Development, or Talent Management.

• Capacity to build and sustain trusted stakeholder relationships and long-term strategic partnerships.

• Skill in identifying and pursuing upsell and expansion opportunities.

• Background in improving customer health, adoption, engagement, and utilization of technology solutions.

• Strong commercial insight and experience managing renewals, retention, and customer growth.

• Ability to analyze customer data and convert insights into actionable recommendations.

• Basic understanding of customer integration concepts, such as Single Sign-On (SSO), APIs, and feature customization.

• Exceptional communication, presentation, stakeholder management, and problem-solving abilities.

🏝️ Benefits

• Flexibility to work from home, in an office, or in a collaborative space.

• Opportunities for teamwork and complex problem-solving with a globally distributed team.

• Career advancement opportunities.

• Chance to make a global impact.

• Reasonable accommodations available upon request.