The opportunity
Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world’s most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI.
What you'll do
Account Management: Orchestrates comprehensive account oversight by coordinating cross-functional teams, managing multiple customer relationships simultaneously, and identifying opportunities for growth while maintaining customer satisfaction
Customer Advocacy: Builds strong relationships with stakeholders, from programme managers to executive sponsors, turning customer connections into enthusiastic advocates and champions for Udemy's products and services
Customer Engagement: Demonstrates a proactive, growth-oriented mindset and a consultative approach focused on achieving tangible customer outcomes
Customer Retention: Implements proactive retention strategies by monitoring customer health, executing targeted intervention plans for at-risk accounts, and leading renewal conversations that demonstrate continued value
Customer Value: Demonstrates measurable ROI and business impact through value realisation frameworks, quantifies customer success outcomes, and articulates the strategic benefits of Udemy's solutions
Data Analysis: Uses data-driven insights to measure customer success metrics, identify usage patterns and trends, and translate analytics into actionable recommendations
What they're looking for
- –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
