Job Description

Where we Work

Udemy is a global company headquartered in San Francisco, with additional U.S. offices in Denver and Austin, and international hubs in Australia, India, Ireland, Mexico, and Türkiye. This is an in-office position, requiring three days a week in the office (Tuesday, Wednesday, Thursday) and flexibility on Mondays and Fridays

About Your Skills

Diagnostic problem-solving under ambiguity:

You’re skilled at walking into customer situations with limited context, asking the right questions, and quickly spotting patterns. You can break down a customer’s goals, blockers, and behaviors and turn that into clear recommendations. You adapt easily in live conversations and pivot based on what a customer needs at the moment.

Process-driven and self-directed:

You stay organized and follow through. You proactively manage your queue, keep documentation tight, and maintain strong data hygiene. You act on CTAs and signals without prompting and support smooth handoffs within a pooled team environment.

Adaptive communicator and effective collaborator:

You adjust your communication style to the person and situation. Whether you’re talking to a frustrated end user or a strategic stakeholder, you stay clear, calm, and customer-focused. You work well with cross-functional partners, asking for support when needed and sharing context that helps everyone succeed.

Curious learner with strong business acumen:

In conversations with customers, you are adept at diagnosing risk and opportunity for commercial outcomes. You keep yourself informed about product updates, industry trends, and emerging patterns across your customer base. You naturally look for the “why” behind a process or usage trend, and you use that understanding to guide better recommendations.

Independent judgment with a team mindset:

You don’t just have great ideas, you take steps to bring them to life and have good judgment about when to involve leadership and cross-functional partners. You balance urgency with judicious protection of the customer experience and the business.

About This Role

As a Customer Success Specialist in our pooled model, you’ll support a broad, diverse set of customers through structured engagement sessions, value-driven conversations, and proactive outreach. You’ll play a key role in helping customers reach their learning goals while supporting key outcomes like retention, adoption, and expansion.

Because this is an evolving service model, you’ll have the chance to help shape it; testing new workflows, optimizing handoffs, and sharing insights with leadership. This role offers exposure to organizations across North America and gives you the opportunity to influence customer impact at scale.

What You’ll Be Doing

• Lead engagement sessions that connect customer goals to measurable value and improved learning outcomes.
• Use customer insights, analytics, and usage patterns to surface risks, highlight opportunities, and guide next steps.
• Partner with Sales, Renewals, Support, and other teams to resolve issues, strengthen customer alignment, and support revenue outcomes.
• Manage and prioritize your queue of CTAs, tickets, and assignments with accuracy, speed, and consistent documentation.
• Translate customer feedback into insights for Product and internal teams to support improvements across the platform.
• Help refine and expand the pooled model by testing new processes, sharing observations, and contributing to scalable playbooks.
  

What You’ll Have

• Fluent German and Turkish language skills
• 1+ years of experience in customer success, account management, sales, or another customer-facing role, ideally in SaaS or tech.
• Demonstrated ability to think critically, solve problems in ambiguous situations, and guide customers with limited information.
• Strong analytical and data-driven mindset with experience using metrics to identify trends, risks, and opportunities.
• Comfort with CRM and customer success platforms (e.g., Salesforce, Gainsight, Zendesk).
• Excellent written and verbal communication skills with the ability to adjust your style across different audiences.
• Strong organizational habits, attention to detail, and a consistent approach to documentation and data hygiene.
• A results-oriented mindset with a track record of meeting or exceeding customer impact metrics.

Posting Date: 17th August 2026
Application Window: 31st August 2026
We anticipate the application window will be open until 31st August 2026. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.