Customer Success Specialist (German speaking)

Udemy; Dublin; Hybrid; EUR 42,000 - 60,000; Full time

Job summary

Coursera + Udemy is hiring a Pooled Customer Success Specialist in Dublin for a hybrid setup, supporting a diverse customer base to drive retention, adoption, and expansion. You will work with cross-functional teams, analyze usage data, and maintain structured documentation to guide proactive outreach.

You will join a dynamic team, leveraging CRM tools and analytics to surface risks and opportunities, shape processes, and contribute to scalable playbooks.

Qualifications

• 1+ years in customer success, account management, sales, or another customer-facing role in SaaS/tech.
• Strong analytical and data-driven mindset with metrics to identify trends and risks.
• Excellent written and verbal communication; ability to adapt style for different audiences.

Responsibilities

• Lead engagement sessions to connect goals with measurable value.
• Identify risks and opportunities from customer insights and usage data.
• Collaborate with Sales, Renewals, Support to align and drive revenue outcomes.
• Manage queue of CTAs and tickets with accurate documentation.
• Translate feedback into product insights and improvements.
• Help refine the pooled model with new processes and playbooks.

Skills

German fluency

Turkish a plus

SaaS experience

CRM platforms

Data analysis

Documentation

Tools

Salesforce

Gainsight

Zendesk

Job description

About Coursera + Udemy

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.

Why join us now?

AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them.

Shape what comes next

By joining our team, you'll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale.

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 a hybrid role offer—you will get to enjoy the flexibility of remote work alongside our modern office located at Windmill Lane, Dublin 2

About Your Skills

Diagnostic problem-solving under ambiguity:

You're skilled at walking into customer situations with limited context, asking the right questions, and quickly spotting patterns. You can break down a customer's goals, blockers, and behaviors and turn that into clear recommendations. You adapt easily in live conversations and pivot based on what a customer needs at the moment.

Process-driven and self-directed:

You stay organized and follow through. You proactively manage your queue, keep documentation tight, and maintain strong data hygiene. You act on CTAs and signals without prompting and support smooth handoffs within a pooled team environment.

Adaptive communicator and effective collaborator:

You adjust your communication style to the person and situation. Whether you're talking to a frustrated end user or a strategic stakeholder, you stay clear, calm, and customer-focused. You work well with cross-functional partners, asking for support when needed and sharing context that helps everyone succeed.

Curious learner with strong business acumen:

In conversations with customers, you are adept at diagnosing risk and opportunity for commercial outcomes. You keep yourself informed about product updates, industry trends, and emerging patterns across your customer base. You naturally look for the "why" behind a process or usage trend, and you use that understanding to guide better recommendations.

Independent judgment with a team mindset:

You don't just have great ideas, you take steps to bring them to life and have good judgment about when to involve leadership and cross-functional partners. You balance urgency with judicious protection of the customer experience and the business.

About This Role

As a Pooled Customer Success Specialist in our pooled model, you'll support a broad, diverse set of customers through structured engagement sessions, value-driven conversations, and proactive outreach. You'll play a key role in helping customers reach their learning goals while supporting key outcomes like retention, adoption, and expansion.

Because this is an evolving service model, you'll have the chance to help shape it; testing new workflows, optimizing handoffs, and sharing insights with leadership. This role offers exposure to organizations across North America and gives you the opportunity to influence customer impact at scale.

What You'll Be Doing

• 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.

What You'll Have

• Fluency in German is required
• Proficiency in Turkish is considered a plus
• 1+ years of experience in customer success, account management, sales, or another customer-facing role, ideally in SaaS or tech.
• Demonstrated ability to think critically, solve problems in ambiguous situations, and guide customers with limited information.
• Strong analytical and data-driven mindset with experience using metrics to identify trends, risks, and opportunities.
• Comfort with CRM and customer success platforms (e.g., Salesforce, Gainsight, Zendesk).
• Excellent written and verbal communication skills with the ability to adjust your style across different audiences.
• Strong organizational habits, attention to detail, and a consistent approach to documentation and data hygiene.
• A results-oriented mindset with a track record of meeting or exceeding customer impact metrics.

Posting Date: 17th August 2026
Application Window: 14th September 2026
We anticipate the application window will be open until 14th September 2026. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.

Why work here?

You’ll grow here.Learning is part of the job. You'll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you.

AI is real here.We use it in the way we learn and the way we work. You'll have the space and tools to experiment, apply, and get better at using AI in practical ways.

You’ll own your work.We trust people to lead, make decisions, and follow through. You don't need to wait for permission or layers of approval to have an impact.

You’ll build with others.We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction.

You’ll see your impact.What you build helps people grow their skills, change their careers, or find a path forward. You've got the experience, why not use it to help others gain theirs?

Bring your curiosity. We'll bring the platform and the support. Let’s LEARNtogether.

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 Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US 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.

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. We understand that not everyone will match each of the 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!

To protect against recruitment fraud, Coursera + Udemy recruiters only communicate via official coursera.org/udemy.com email addresses and never through personal accounts. We do not accept resumes via email or social media; please submit all applications directly through our careers page. If you encounter suspicious recruitment activity, please report it via our Fraudulent Activity Submission Form.

Information regarding data privacy is available within the Coursera + Udemy Global Applicant Privacy Notice