Working student customer success

About the role

As a working student in Customer Success, you will support Customer Value Managers with onboarding, operations, and reporting while creating in-app guidance and success materials for enterprise clients. You will work directly within customer environments to simplify complex workflows and analyze usage data to optimize user adoption. This role involves balancing administrative support with hands-on content creation to ensure customers derive real value from the Userlane platform.

Responsibilities

• Support the Customer Value Managers in their day-to-day work, from onboarding new customers to maintaining existing relationships and the administrative work behind both.
• Build in-app guidance inside customer systems: step-by-step flows, announcements when something changes, and checks that catch a data gap before a form is submitted.
• Keep it working as those systems change.
• Turn customer workflows and process documentation into short, accurate guidance and into success materials: guides, templates, presentations, demos, and videos.
• Use AI for the first draft, then edit it to the standard an end user needs.
• Support our Solution Experts on service delivery during implementations and customer system changes.
• Contribute to Customer Success Operations, including automations and one-to-many programs.
• Report on adoption: which content gets used, where users still get stuck, and what to build next.

Required skills

• Customer success
• SaaS
• HTML
• CSS
• Developer tools
• AI tools
• English

Nice to have

• German
• Salesforce
• HubSpot
• Planhat
• Gainsight

Qualifications

• Enrolled student in business administration, management and technology, communication, or a related field

Benefits

• Flexible working hours
• Learning opportunities

About the Company

Userlane is a software adoption platform that combines Application Intelligence and Contextual Assistance to help enterprises get value from their software and AI investments. Based in Munich, the company supports healthcare organizations and other regulated industries across the US and Europe.