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About the Role
Partner with valued enterprise customers across the DACH market to ensure successful adoption of Udemy Business and help them achieve their strategic learning and development goals. Act as a strategic advisor, understanding customer needs, developing learning strategies, driving platform engagement, and demonstrating measurable business impact. Own customer retention and renewals while identifying opportunities for account growth and expansion.
Responsibilities
- Proactively manage a portfolio of enterprise-level Udemy Business customers across the DACH market, prioritizing 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 organizational 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.
Requirements
- 5–8 years of experience in B2B SaaS customer success, account management, consulting, or sales, with a focus on enterprise-level accounts (>$100k ACV).
- Experience working with enterprise customers, ideally within HR, Learning & Development, or Talent Management.
- Demonstrated ability to build and maintain trusted relationships with customer stakeholders and develop long-term strategic partnerships.
- Proven ability to identify and drive upsell and expansion opportunities aligned with customer needs and business objectives.
- Experience developing and implementing strategies to improve customer health, adoption, engagement, and utilisation of technology solutions.
- Strong commercial acumen and experience managing renewals, retention, and customer growth.
- Ability to analyse customer data and translate insights into actionable recommendations that demonstrate value and drive outcomes.
- Fundamental understanding of customer integration concepts, including Single Sign-On (SSO), APIs, and feature customisation.
- Excellent communication, presentation, stakeholder management, and problem-solving skills.
Skills
- Account Management
- Customer Advocacy
- Customer Engagement
- Customer Retention
- Customer Value
- Data Analysis
- Risk Management
- Strategic Communication
- Strategic Planning
- German
- English
Location
- DACH market
Work Type
- Globally distributed team
- Remote
- Office
- Collaboration space
Experience Level
- 5-8 years
About the Company
- 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.
- 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 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.
Equal Opportunity
- Coursera is an Equal Opportunity Employer committed to building a welcoming and inclusive workplace.
- We consider all qualified applicants without regard to legally protected characteristics and provide reasonable accommodations upon request at recruiting@coursera.org.