About this role
About Userlane <p style="border:0px solid;margin:0pt 0px 8pt;line-height:1.38;text-align:justify;background-color:rgb(255,255,255);padding:0pt;"><span style="border:0px solid;margin:0px;color:rgb(32,32,32);font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:rgb(255,255,255);font-family:Arial, Helvetica, sans-serif;">Userlane 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.<br style="border:0px solid;margin:0px;"><br style="border:0px solid;margin:0px;"></span><span style="border:0px solid;margin:0px;font-size:14px;font-style:normal;font-weight:400;text-transform:none;background-color:transparent;text-decoration:none;font-family:Arial, Helvetica, sans-serif;color:rgb(16,40,65);">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.</span></p> Your mission <p style="line-height:1.2;margin-top:0pt;margin-bottom:6pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">As 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.</span></p><p style="line-height:1.2;margin-top:0pt;margin-bottom:18pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">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.</span></p><h1><span style="font-size:15px;color:rgb(0,0,0);">Responsibilities</span></h1><ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">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.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">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.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">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.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Support our Solution Experts on service delivery during implementations and customer system changes.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:6pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Contribute to Customer Success Operations, including automations and one-to-many programs.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:6pt;margin-bottom:6pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Report on adoption: which content gets used, where users still get stuck, and what to build next.</span></p></li></ul> Your profile <ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Enrolled student in business administration, management and technology, communication, or a related field.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">You write clearly and briefly for a non-technical audience, and you are willing to cut a sentence that does not earn its place.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Passion for customer interaction and a strong interest in SaaS, digital products, or tech.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Excellent written and spoken English. German is a strong plus.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Comfortable in browser tooling, or quick to get there: basic HTML and CSS, element selectors, and developer tools.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">You troubleshoot structurally. When a flow breaks, you work out which change caused it rather than restating the symptom.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">You use AI tools to work faster and produce better work.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Structured and proactive working style with attention to detail.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:6pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">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.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:6pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Comfortable working in a fast-paced, international environment.</span></p></li></ul> What's in for you <ul style="margin-top:0;margin-bottom:0;"><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">A dynamic and inclusive work environment where you can learn from experienced Customer Success professionals.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Real ownership: content you build goes live in enterprise customer environments, not into a drawer.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:0pt;margin-bottom:6pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Flexible working hours that fit your study schedule.</span></p></li><li style="list-style-type:disc;font-size:11pt;font-family:Arial, sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;margin-left:-18pt;"><p style="line-height:1.2;margin-top:6pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Regular feedback and learning opportunities in an AI-driven SaaS company.</span></p></li></ul><h1><span style="font-size:15px;color:rgb(0,0,0);">How to apply</span></h1><p style="line-height:1.2;margin-top:0pt;margin-bottom:6pt;"><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;">Send 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.</span></p><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:rgb(0,0,0);background-color:transparent;font-weight:400;font-style:italic;text-decoration:none;">Reports to: VP Customer Success | Hours: approx. 15 to 20 hours per week as a working student, full-time for a mandatory internship</span><span style="font-size:11pt;font-family:'Nunito Sans', sans-serif;color:#102841;background-color:transparent;font-weight:400;font-style:normal;text-decoration:none;"><br></span>