Enterprise Customer Success Manager - DACH

Coursera; Greater London; Hybrid; GBP 65,000 - 100,000; Full time

Job summary

Coursera + Udemy, now a single company, is seeking a Customer Success Manager to partner with enterprise customers across the DACH market to ensure successful adoption of Udemy Business and help achieve learning and development goals.

You will build trusted relationships with stakeholders from programme managers to senior executives, acting as a strategic advisor throughout the customer lifecycle, and collaborate with Sales and cross‑functional teams to drive retention, renewals and growth.

Qualifications

• 5–8 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 ability to lead meetings and executive conversations in both languages
• Experience working with enterprise customers, especially in HR, L&D, or Talent Management
• Proven ability to build trusted relationships with customer stakeholders and develop long‑term strategic partnerships
• Proven ability to identify and drive upsell and expansion opportunities aligned with business objectives
• Experience in improving customer health, adoption, engagement, and utilisation of technology solutions
• Strong commercial acumen and experience managing renewals, retention, and customer growth
• Ability to analyze customer data and translate insights into actionable recommendations

Responsibilities

• Proactively manage a portfolio of enterprise‑level Udemy Business customers across the DACH market, prioritising customer health, retention, and expansion through tailored engagement strategies and individual success plans
• Serve as a subject matter expert on the Udemy Business platform, advising customers on their learning and development strategies to support organisational growth and transformation
• Build and maintain trusted relationships at executive level, positioning yourself as a strategic advisor on learning and development and establishing a regular Executive Business Review cadence
• Partner closely with Sales to develop account strategies focused on retention, renewals, upsell opportunities, and successful onboarding of new customers
• Drive adoption and engagement by designing and launching internal promotion programmes that increase awareness and utilisation of Udemy Business within customer organisations
• Monitor customer health, platform usage, and engagement metrics to identify opportunities, address risks, and demonstrate value
• Establish a feedback loop with Product Management, sharing customer insights and requests to help align product development with customer needs
• Partner with Marketing to identify case study opportunities and develop customers as advocates through testimonials and media exposure
• Develop and refine internal and customer‑facing processes, programmes, and resources to improve efficiency and enhance the effectiveness of the Customer Success team

Skills

Account Management

Customer Advocacy

Customer Engagement

Customer Retention

Customer Value

Data Analysis

Risk Management

Strategic Communication

Strategic Planning

Job description

Coursera + Udemy, now a single company, is seeking a Customer Success Manager to partner with enterprise customers across the DACH market to ensure successful adoption of Udemy Business and help achieve learning and development goals.

You will build trusted relationships with stakeholders from programme managers to senior executives, acting as a strategic advisor throughout the customer lifecycle, and collaborate with Sales and cross‑functional teams to drive retention, renewals and growth.