Customer Success Manager - German Speaking

Dublin Office

We are looking for a Key Account Manager to partner with customers post-sale to drive adoption and ensure customer satisfaction, growth and retention.

We believe anyone can build the life they imagine through online learning. Today, more than 50 million students around the world are advancing their careers and passions by mastering new skills on Udemy. Through our global marketplace, we connect lifelong learners around the world to the largest selection of online courses created by expert instructors, and we’re just getting started.

We’re a close-knit bunch that enjoys problem-solving and collaboration, and we share a serious commitment to delivering the best possible learning and teaching experiences. Udemy’s culture encourages innovation, creativity, passion, and teamwork. We also celebrate our milestones and support each other every day.

 

 

Here's what you'll be doing:

  • Proactively own and manage the success of a portfolio of strategic Udemy Business (UB) customers
  • Develop individual success plans for each customer to ensure UB adoption, expansion and loyalty across your portfolio of customers
  • Be an expert on the UB Platform with a deep understanding of our technology and content
  • Consult with customers on their internal learning and development strategy and influence leaders to drive change across their organization
  • Create and implement internal promotion programs within customer organizations to generate awareness and drive usage of UB
  • Build and maintain trusted advisor relationships at the executive level for Mid-Market and Enterprise accounts
  • Renew customer contracts and partner with sales to develop account expansion strategies for customers with high-growth potential to hit upsell targets
  • Onboard and train new customers. Partner with Implementation Engineers to ensure successful project management and ongoing support of custom features and API integrations.
  • Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
  • Partner with marketing to develop customers for case studies and media opportunities
  • Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

 

We're excited about you because you have:

  • Fluent German 
  • BA or BS degree
  • Intensely curious, lifelong learner
  • 3+ years of B2B SaaS customer success, account management, consulting and/or sales experience
  • Experience working with mid-market and enterprise level accounts
  • Ability to build and nurture trusted relationships with decision makers
  • Ability to close deals
  • Experience developing strategies to increase adoption of technology solutions
  • Outstanding verbal and written communication skills
  • Superior project and time management skills; excellent attention to detail
  • Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
  • Love for teamwork and commitment to building a world-class, enterprise-level global customer experience together
  • Experience working with HR/L&D customers would be a plus, but not required
  • Experience managing accounts using Salesforce is preferred, but not require
 
 
About Udemy
Udemy is the world’s largest education platform with more than 30 million monthly visitors.  Through our Consumer and Enterprise businesses, Udemy creates new possibilities for people and organizations everywhere by connecting them to the knowledge and skills they need to succeed in a changing world. The Udemy consumer marketplace offers thousands of up-to-date courses in dozens of languages and provides the tools learners and instructors need to achieve their goals and reach their full potential. For companies, Udemy Business (UB) offers an employee training and development platform with subscription access to thousands of courses, learning analytics, as well as the ability to host and distribute their own content. Our enterprise platform is among the fastest growing SaaS businesses in the world.  UB has more than 10,000 customers and serves the majority of the Fortune 100. 

We are proud to be recognized for our world class employee experience:

Business Insider SF: Best Places to Work Bay Area
Built In Colorado: Best Places to Work
Best Workplaces (Great Place to Work List): #1 in Turkey
Certified Best Place to Work:  Dublin
Fortune: Change the World Company
 
Udemy is headquartered in San Francisco with hubs in Ankara, Turkey; Austin, Texas; Boston, Massachusetts; Mountain View, California; Denver, Colorado; Dublin, Ireland; Melbourne, Australia; New Delhi, India; and Sao Paulo, Brazil.
 
Information regarding data privacy is available within the Udemy Careers Privacy Notice.
 
#LI-EE1
 
#LI-Hybrid

Apply for this job

*Required
First Name *
Last Name *
Phone *
Resume/CV *

Attach, Paste

Supported file types: .pdf,.doc,.docx,.txt,.rtf
Cover Letter

Attach, Paste

Supported file types: .pdf,.doc,.docx,.txt,.rtf

LinkedIn Profile
Website

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in this company’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Gender
Race

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

VeteranStatus
Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression
DisabilityStatus

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Application Saved Successfully

Thank you for your interest in Udemy! We received your application and we are delighted that you would consider joining our team. At Udemy our culture prizes education, growth, and accountability. We're excited that you would like to join our mission to change lives through learning.

Our team will review your application and will be in touch if your qualifications match our needs for the role. If you are not selected for this position, keep an eye on our careers page as we're growing and adding openings.