Customer Success Specialist (German)

About us

At Udemy, we’re on a mission to transform lives through learning. Through our intelligent skills platform and a global community of instructors, we’ve helped nearly 80 million learners and more than 17,000 organizations achieve their goals. Come join us in ensuring everyone, everywhere has access to the skills they need to unlock their potential and create possibilities for themselves and others. Learn more about us on our company page.

Where we work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays.

About your Skills

• Process Development - With a strategic mindset, you design and implement streamlined solutions that enhance the customer experience and drive long-term success of your accounts. 
• Relationship Building - You foster trust and loyalty through genuine, consistent interactions. Your approach focuses on nurturing strong connections that support customer growth and long-term success. 
• Organization - You efficiently manage tasks and priorities, ensuring that customer needs are met with precision. Your structured approach allows you to maintain clarity and effectiveness, driving optimal outcomes in every interaction.
• Detail-Oriented - You ensure accuracy and thoroughness in every task. Your meticulous approach guarantees that nothing is overlooked, leading to precise and reliable outcomes.

What you’ll be doing

• Manage the success of a portfolio of 300-400 Udemy Business (UB) customers who are investing in the platform for their team, department, or small organization
• Be an expert on the UB Platform with a deep understanding of our technology, content and different product and service offerings
• Negotiate and renew customer contracts and partner with Sales to achieve upsell targets
• Lead customer meetings along the full lifecycle: Kick off, Partnership Planning, Business Reviews, Renewals meetings (and any ad hoc meetings)
• Proactively monitor our customer base looking for both red flags and opportunities to increase revenue
• Be a voice of the customer and proactively communicate customer feedback to cross-functional teams
• Effectively manage product onboarding and implementation for new customers
• Conduct online trainings for existing and new customers
• Respond to questions from customers directly or route questions to appropriate resources for training or support
• Support additional projects and tasks related to the broader Customer Success team

What you’ll have:

• 2+ years of B2B SaaS customer success, account management, consulting and/or sales experience
• Outstanding verbal and written communication skills in German
• Love for teamwork and commitment to building a world-class customer experience
• Demonstrated project, time management and organizational skills
• Excellent attention to detail
• Ability to adapt quickly in a fast-paced, startup environment, but also an interest in helping build sustainable processes
• Experience using Salesforce and Zendesk is preferred, but not required

#LI-SM5

We understand that not everyone will match each of the above qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you!

Life at Udemy 

We aspire to be as vibrant and dynamic as the communities we serve, as inquisitive as those who use our platform, and as revolutionary as the future we strive to open for everyone. Here are some of the things we love about life at Udemy:

• We’re invested in creating an inclusive environment that welcomes a diverse range of backgrounds and experiences. From creating employee resource groups, ensuring we’re a Fair Pay Workplace, and building a flexible work culture, our belonging, equity, diversity, and inclusion (BEDI) initiatives always put our people first. We want you to be able to bring your authentic self to work because when we all do, we’re better for it.

• Learning is what we do – inside and out. Our Learning & Development team is second to none, helping ensure your journey is one of continuous progression. You’ll also have unlimited access to Udemy courses, monthly UDays (meeting-free professional development days), and a generous annual professional development stipend.

• Our reason to exist is to revolutionize learning – that calls for taking risks and learning from failures. Whether it’s our hackathons (a company-wide effort to envision new possibilities for our product) or sharing our prototypes, we see experimentation as a crucial step on the path to success.

• We’re committed to creating world-class employee experiences and are proud of the recognition of this by Great Place to Work. 

Of course, the best thing about being part of Udemy is knowing your work makes a difference for people and organizations around the world. You’ve got the skills; why not use them to help others develop theirs?

At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. 

Our Benefits Start with U

Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our US Benefits,  Ireland Benefits & Turkiye Benefits pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. 

Information regarding data privacy is available within the Udemy Careers Privacy Notice.