Customer Success Manager, German-speaking

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

📋 Description

• Take proactive ownership of a portfolio of enterprise-level Udemy Business clients within the DACH region, focusing on customer health, retention, and growth through customized engagement strategies and individual success plans.

• Act as a subject matter authority on the Udemy Business platform, providing guidance to customers on learning and development strategies.

• Establish and nurture trusted relationships at the executive level while maintaining a consistent cadence for Executive Business Reviews.

• Collaborate with the Sales team on aspects of retention, renewals, upselling opportunities, and onboarding new clients.

• Create and implement internal promotional initiatives to enhance awareness and utilization of Udemy Business.

• Track customer health, platform engagement, and usage metrics to uncover opportunities, mitigate risks, and showcase value.

• Relay customer feedback and insights to the Product Management team.

• Work alongside Marketing to develop case studies, testimonials, and enhance media visibility.

• Continuously improve internal and customer-facing processes, programs, and resources to boost the effectiveness of the Customer Success team.

⛳️ Requirements

• 5–8 years of experience in B2B SaaS customer success, account management, consulting, or sales, particularly with enterprise accounts (>$100k ACV).

• Proficiency in both German and English, enabling confident leadership in customer meetings, presentations, and executive discussions in both languages.

• Experience engaging with enterprise clients, preferably in HR, Learning & Development, or Talent Management sectors.

• Proven track record of building and sustaining trusted relationships with customer stakeholders and developing long-term strategic partnerships.

• Demonstrated capability to identify and pursue upsell and expansion opportunities that align with customer needs and business goals.

• Experience in formulating and executing strategies that enhance customer health, adoption, engagement, and utilization of technological solutions.

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

• Ability to analyze customer data and translate insights into actionable recommendations that illustrate value and drive results.

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

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

🏝️ Benefits

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

• A globally distributed team with intentional opportunities for collaboration.

• Reasonable accommodations available upon request.