Hybrid Customer Success Specialist — Drive Learning Outcomes

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

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.