As Udacity's Senior Customer Success Manager, you will help companies and their employees realize the power of our training at scale. You will guide leading companies as they empower their teams with the latest technology skills, developing deep customer relationships to maximize learner engagement and satisfaction.
What You'll Do
- Empathize with every aspect of the customer experience, putting customers' needs first.
- Guide and coach customer executives, managers, and employees through a dedicated customer success process.
- Maintain high levels of customer engagement and satisfaction with a focus on loyalty and driving strong renewal and upsell rates.
- Coach customers to be product experts and train their teams on Udacity methodologies to increase self-sufficiency.
- Identify common customer challenges and actively suggest better solutions.
- Partner with Udacity's Sales team to help them be more effective.
- Partner closely with other cross-functional team members to translate business needs into new solutions for customers.
- Craft and adapt customer on-boarding assets, working with product marketing to refine existing and create new ones.
- Help drive customer references and case studies.
What We're Looking For
- 4+ years of experience in a customer-facing customer success, account management, or strategic consulting role.
- A self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- A strong desire to learn and define an emerging function in a rapidly growing startup environment.
- Strong interpersonal skills and experience building internal and external relationships.
- A consistent track record of highly-professional customer service in a fast-paced, dynamic environment.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- Fluency in both English and German is required.
Nice to Have
- Software or education industry experience.
Team & Environment
You will join the Enterprise Customer Success team, contributing to a culture of forging futures in tech, obsessing over outcomes, taking the lead, embracing curiosity, and celebrating the assist.
Benefits & Compensation
- Flexible working hours
- Paid time off
- Comprehensive medical insurance coverage for you and your dependents
- Employee wellness resources and initiatives (e.g., access to platforms like Headspace)
- Quarterly wellness day off
- Personalized career development
- Unlimited access to Udacity Nanodegrees
Work Mode
This role operates in a local-country work mode and is based in Germany.
Udacity is proud to be an Equal Employment Opportunity employer. We never discriminate on the basis of race, color, religion, sex, gender, gender identity or expression, sexual orientation, marital status, national origin, ancestry, disability, medical condition (including genetic information), age, veteran status or military status, or any other basis protected by law.
