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Coursera and Udemy have merged to create a unified skills platform serving 300+ million learners and 12,000+ enterprise customers. This Customer Success Specialist role is part of the Pooled Customer Success EMEA team, supporting diverse enterprise customers across the region.
You will drive customer success through structured engagement sessions, value-driven conversations, and proactive outreach. Your core responsibilities include leading engagement sessions that connect customer goals to measurable learning outcomes, using customer insights and analytics to identify risks and opportunities, and partnering cross-functionally with Sales, Renewals, and Support teams to resolve issues and support revenue outcomes.
You will manage your queue of CTAs, tickets, and assignments with accuracy and consistent documentation. You'll translate customer feedback into actionable insights for Product and internal teams, helping refine the platform. As the pooled model evolves, you'll contribute by testing new workflows, optimizing handoffs, and sharing observations to build scalable playbooks. This role offers exposure to organizations across EMEA and the opportunity to influence customer impact at scale.
Key skills required: customer success management, customer engagement, customer retention, analytical thinking, and cross-functional collaboration.
Requirements:
- Full business-level proficiency in French (written and spoken)
- 1+ years of experience in customer success, account management, sales, or customer-facing role (ideally SaaS or tech)
- Demonstrated ability to think critically, solve problems in ambiguous situations, and guide customers with limited information
- Analytical and data-driven mindset with experience using metrics to identify trends, risks, and opportunities
- Clear written and verbal communication skills with ability to adjust style across different audiences
- Strong organizational habits, attention to detail, and consistent approach to documentation and data hygiene
- Track record of meeting or exceeding customer impact metrics with results-oriented approach
