About the role
About UserlaneUserlane is a software adoption platform that shows enterprises whether their software and AI investments are actually working. Our team works with some of the biggest names in regulated industries, helping them get real value from technology and giving their employees the right support inside software applications they use every day. Based in Munich, growing internationally.Userlane combines Application Intelligence and Contextual Assistance for regulated industries. Application Intelligence shows where software creates cost and friction across the estate. Contextual Assistance helps people get work done in the moment, without training burden. We work with healthcare organizations across the US and Europe, helping clinical and operational teams work confidently in complex systems like EHRs and other core clinical and business applications.
Your missionAs a working student in Customer Success, you help our customers get real value out of Userlane in two ways. Half the job is supporting the Customer Value Managers who own our accounts: onboarding, operations, reporting, and the automations that let a small team serve a large customer base. The other half is building the content customers actually use, the in-app guidance and success materials that turn a complicated workflow into a few clear steps.
You will work inside customer environments, write for people who have no time and no interest in software projects, and then check the usage data to see whether what you built worked. When it did not, you rebuild it.
ResponsibilitiesSupport 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.
Your profileEnrolled student in business administration, management and technology, communication, or a related field.
You write clearly and briefly for a non-technical audience, and you are willing to cut a sentence that does not earn its place.
Passion for customer interaction and a strong interest in SaaS, digital products, or tech.
Excellent written and spoken English. German is a strong plus.
Comfortable in browser tooling, or quick to get there: basic HTML and CSS, element selectors, and developer tools.
You troubleshoot structurally. When a flow breaks, you work out which change caused it rather than restating the symptom.
You use AI tools to work faster and produce better work.
Structured and proactive working style with attention to detail.
Strong affinity for data and operational processes. Basic experience with CRM tools (for example Salesforce, HubSpot) or CS platforms (for example Planhat, Gainsight) is a significant advantage.
Comfortable working in a fast-paced, international environment.
What's in for youA dynamic and inclusive work environment where you can learn from experienced Customer Success professionals.
Real ownership: content you build goes live in enterprise customer environments, not into a drawer.
Flexible working hours that fit your study schedule.
Regular feedback and learning opportunities in an AI-driven SaaS company.
How to applySend your CV and answer one question: show us one piece of writing you have produced for a non-technical audience, and tell us where AI changed how you approached it.
Reports to: VP Customer Success | Hours: approx. 15 to 20 hours per week as a working student, full-time for a mandatory internship
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