[Remote] Senior Customer Success Manager (German/English speaker) at Udacity

Germany

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

NoVisa

EdTech, Technology, Enterprise TrainingIndustries

Requirements

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
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
Proven track record of providing highly-professional customer service to executives and managers at Fortune 1,000 companies
Excels in a fast-paced startup environment
German/English speaker
Currently residing in Germany or the United Kingdom (no relocation assistance)

Responsibilities

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
Shape early-stage qualification activity, set up customers for success providing a top-notch onboarding experience, and develop deep ongoing customer relationships to maximize learner engagement and satisfaction

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementOnboardingCustomer EngagementRenewal ManagementUpsellCustomer LoyaltyExecutive CoachingGermanEnglish

Questions & Answers

Common questions about this position

Is this a remote position, and where do candidates need to be located?

This is a remote-based position, but only qualified candidates currently residing in Germany or the United Kingdom will be considered. No relocation assistance is offered.

What experience is required for the Senior Customer Success Manager role?

Candidates need 4+ years of experience in a customer-facing customer success, account management, or strategic consulting organization, with software or education experience being a benefit.

What are the key skills and qualities valued for this position?

The role values self-motivated, proactive team players with innovative ideas, strong interpersonal skills, and a strong desire to learn in a fast-paced startup environment.

What is the company culture like at Udacity?

Udacity operates in a fast-paced startup environment within a rapidly growing global organization, emphasizing innovation, customer focus, and team collaboration to drive talent transformation in tech.

What makes a strong candidate for this Senior Customer Success Manager role?

A strong candidate has a proven track record of providing highly-professional customer service to executives and managers at Fortune 1,000 companies and excels in a fast-paced startup environment.

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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