Customer Success Manager, Team Lead - Europe

Germany

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

NoVisa

EdTech, Online Learning, Corporate Training, BiotechnologyIndustries

Requirements

Candidates must have 2+ years of leadership experience managing an enterprise-level Customer Success team and 4+ years of experience in a customer-facing customer success, account management, or strategic consulting organization. Software or education experience is beneficial. Fluency in both English and German (written and verbal) is required. The ideal candidate is customer-obsessed, resides in the UK or Germany, and has a proven track record of providing highly-professional, value-based service to executives and managers at multinational companies over $1B in annual revenue.

Responsibilities

The Team Lead will guide and coach customer executives, managers, and employees with a dedicated customer success process, maintaining high levels of customer engagement and satisfaction to drive renewals and upsells. Responsibilities include coaching customers to become product experts, identifying and suggesting solutions to common customer challenges, partnering with the Sales team, translating business needs into new solutions, crafting and adapting customer onboarding assets, and driving customer references and case studies.

Skills

Customer Success

Team Leadership

Coaching

Customer Relationship Management

Executive Engagement

Metrics Analysis

Customer Engagement

Customer Satisfaction

Digital Transformation

Machine Learning

Data Science

Cloud Computing

Udacity

Online platform for tech skills education

About Udacity

Udacity is an online education platform that teaches tech skills such as programming, data science, and artificial intelligence through courses developed with industry leaders. The platform emphasizes hands-on learning with real-world projects and offers 24/7 mentor support to assist students. Unlike many competitors, Udacity operates on a subscription model and provides comprehensive "Nanodegree" programs, as well as corporate training solutions. The goal is to deliver practical education that helps individuals advance their careers and enables companies to upskill their employees.

Mountain View, CaliforniaHeadquarters

2011Year Founded

$155.6MTotal Funding

DEBTCompany Stage

EducationIndustries

1,001-5,000Employees

Benefits

Health Care - No-premium health, dental, and vision benefits, 401K, FSA

Lifestyle - Monthly wellness stipend (gym memberships, work-out gear, etc.)

Learning - Reimbursements for conferences, classes, and seminars

Flexibility - Flexible work hours, unlimited vacation, and paid parental leave

Meals - Healthy catered lunches, dinners, snacks, and drinks on site

Fun - Board games, team outings, company parties, and more

Risks

Increased competition from free resources like Coursera could impact Udacity's market share.

Rapid tech changes may render Udacity's course content outdated quickly.

Accenture's acquisition may lead to strategic shifts alienating existing customers.

Differentiation

Udacity offers hands-on learning with real-world projects and datasets.

The platform provides 24/7 mentor support for coding questions.

Udacity's courses are designed in collaboration with industry leaders.

Upsides

Accenture's acquisition enhances Udacity's reach and resources for tech training.

Udacity's partnerships offer scholarships, expanding access to underserved students.

The rise of micro-credentials boosts Udacity's market relevance and appeal.

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