Customer Success Manager, Team Lead - Europe

About Us

Udacity is on a mission of forging futures in tech through radical talent transformation in digital technologies. We offer a unique and immersive online learning platform, powering corporate technical training in fields such as Artificial Intelligence, Machine Learning, Data Science, Autonomous Systems, Cloud Computing and more. Our rapidly growing global organization is revolutionizing how the enterprise market bridges the talent shortage and skills gaps during their digital transformation journey.

Udacity is now an Accenture company, and exciting things are happening! 🚀 Our Enterprise Customer Success team is passionate about helping companies and their employees realize the power of Udacity’s training at scale. We are proud to empower the world’s leading companies with training in the latest technologies used to develop powerful new products and services.

We are actively seeking a Team Lead to our Customer Success Manager team in North America! Our ideal candidate is customer obsessed, and an experienced leader with a proven track record of providing highly-professional, value-based service to executives and managers at multinational companies over 1B in annual revenue. In this critical role, you will guide your team to effectively shape early-stage qualification activity, demonstrate value with the metrics clients care about, build champions outside of our install base, and develop deep ongoing customer relationships to maximize learner engagement and satisfaction.

Location: While this is a remote based position, we will only consider qualified candidates who are currently residing in the UK or Germany. No relocation assistance or visa sponsorship is offered at this time.

What you'll do

• Empathize with every aspect of the customer experience, putting customers' needs first.
• Guide and coach customer executives, managers and employees with a dedicated customer success process. Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty and driving strong renewal and upsell rates.
• Coach customers to be product experts and train their teams on Udacity methodologies so they become increasingly self-sufficient.
• 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 and product requirements into new solutions for customers.
• Craft customer on-boarding assets, adapt existing customer on-boarding assets and work with product marketing to refine existing and create new on-boarding assets.
• Help drive customer references and case studies.

What we value

• 2+ years of leadership experience managing an enterprise level Customer Success team
• 4+ years of experience in a customer-facing customer success, account management or strategic consulting organization. Software or education experience a benefit.
• 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 and dynamic startup environment
• Strong interpersonal skills and experience building internal and external relationships.
• 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 (written and verbal) is required

What We Do

Forging futures in tech is our vision. Udacity is where lifelong learners come to learn the skills they need, to land the jobs they want, and to build the lives they deserve.

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You’ve probably heard the following statistic: Most male applicants only meet 60% of the qualifications, while women and other marginalized candidates only apply if they meet 100% of the qualifications. If you think you have what it takes but don’t meet eve