Customer Success Specialist (French speaking) at Udemy

Join Udemy. Help define the future of learning. Udemy is an AI-powered skills acceleration platform built to help people and teams grow. It’s personalized, practical, and focused on real-world impact. Our mission is simple: to transform lives through learning. Your work helps people around the world build skills they can use, whether they’re picking up something new or leveling up to stay ahead. Over 80 million learners and 17,000 businesses already learn with Udemy. If you’re excited by change, energized by learning, and ready to have a real impact, you’ll feel right at home. Learn more about us on our company page. 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 organised 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, all done in the manner of a consultative approach. 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 EMEA 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 • 1-2 years of B2B SaaS customer success, account management, consulting and/or sales experience • Language fluency in French • 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. • Love for teamwork and commitment to building a world-class customer experience • 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. • A growth mindset, open to constructive feedback, can absorb and implement • Ability to adapt quickly and thrive in a fast-paced environment, but also an interest in helping build sustainable processes Why work here? You’ll grow here. Learning is part of the job. You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve. Many people are diving into AI lately, but what you focus on is up to you. AI is real here. We use it in the way we learn and the way we work. You’ll have the space and tools to experiment, apply, and get better at using AI in practical ways. You’ll own your work. We trust people to lead, make decisions, and follow through. You don’t need to wait for permission or layers of approval to have an impact. You’ll build with others. We collaborate openly and shape ideas together. Everyone has a voice, and good thinking is welcomed from any direction. You’ll see your impact. What you build helps people grow their skills, change their careers, or find a path forward. You’ve got the experience, why not use it to help others gain theirs? Bring your curiosity. We’ll bring the platform and the support. Let’s LEARN together. Our Benefits Start with U Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most. Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer. For details on region-specific benefits, please refer to the information provided during the hiring process. Benefits outlined are provided as a general overview and may vary depending on the location, role, and employment classification. All benefits are subject to change at the discretion of the organization and in accordance with applicable laws and policies. At Udemy, we value diversity and inclusion and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition, or disability. We understand that not everyone will match each of the qualifications. However, we also realize that everyone has unique experiences that can add value to our company. Even if you think your background might not perfectly align, we'd love to hear from you! Information regarding data privacy is available within the Udemy Careers Privacy Notice.