AI-Driven Customer Success Specialist

BEDI Partnerships; Dublin; On-site; EUR 45,000 - 65,000; Full time

Job summary

Udemy is seeking a Customer Success Specialist to support a broad, diverse set of customers within a pooled model. You will lead engagement sessions, surface risks and opportunities from analytics, and collaborate with Sales, Renewals, Support, and Product teams to drive retention, adoption, and expansion.

In this in-office role, you will manage a queue of CTAs and tickets, maintain tight documentation, and interact with cross-functional partners to deliver measurable value for customers across

Qualifications

• 1+ year of experience in customer success, account management, sales, or another customer-facing role in SaaS or tech.
• Ability to think critically and guide customers with limited information.
• Strong written and verbal communication and data-driven decision making.

Responsibilities

• Lead engagement sessions that connect customer goals to measurable value and improved learning outcomes.
• Use customer insights, analytics, and usage patterns to surface risks, highlight opportunities, and guide next steps.
• Partner with Sales, Renewals, Support, and other teams to resolve issues, strengthen customer alignment, and support revenue outcomes.
• Manage and prioritize your queue of CTAs, tickets, and assignments with accuracy, speed, and consistent documentation.
• Translate customer feedback into insights for Product and internal teams to support improvements across the platform.
• Help refine and expand the pooled model by testing new processes, sharing observations, and contributing to scalable playbooks.

Skills

Fluent German

Analytical mindset

Data-driven

Tools

Salesforce

Gainsight

Zendesk

Job description

Udemy is seeking a Customer Success Specialist to support a broad, diverse set of customers within a pooled model. You will lead engagement sessions, surface risks and opportunities from analytics, and collaborate with Sales, Renewals, Support, and Product teams to drive retention, adoption, and expansion.

In this in-office role, you will manage a queue of CTAs and tickets, maintain tight documentation, and interact with cross-functional partners to deliver measurable value for customers across