Regional Director, Customer Success, LATAM

We're looking for a Regional Director, Customer Success to lead a team of Customer Success Managers (CSMs) who drive adoption, retention, and growth across our Latin America customer base. Developing, enabling, and leading with one team mentality are key aspects of the role as we bring Coursera + Udemy CSMs together. You'll partner cross-functionally with Sales, Renewals, Channel Partners, Product, Marketing, and Support teams to ensure customers realize measurable value and become long-term advocates.

The job requires fluency in English, Spanish and Portuguese.

Trilingual Executive Communication (English, Spanish, Portuguese) The ability to present, negotiate, and build trust seamlessly with executive sponsors across LATAM and global stakeholders in all three required languages.

Strategic Team Integration & Leadership The expertise to merge distinct CS organizations into a unified, high-performing team while actively coaching CSMs, building career paths, and fostering a "one team" culture.

Data-Driven Portfolio & Retention Strategy Proficiency using CS analytics and platforms (e.g., Gainsight, Salesforce) to monitor account health, mitigate risk, and systematically drive regional retention and expansion targets.

Cross-Functional Executive Alignment Skill in partnering across Sales, Product, Renewals, and Support to resolve account escalations, influence product roadmaps, and ensure smooth customer lifecycle transitions.

Customer Success Strategy & Execution

Own regional goals for customer retention, expansion, product adoption, and health

Develop and implement proactive CS strategies to improve customer value, executive engagement, and multithreading across the customer journey

Use data to identify trends, risks, and opportunities across your portfolio. Drive continuous improvement in AI agents, tooling, processes, and team enablement resources

Team Leadership & Development

Foster a high-performance, inclusive (one team mindset) team culture grounded in accountability and customer obsession

Set clear goals and provide professional development plans for each team member

Identify and develop future leaders within the team; support career pathing and internal mobility

Customer & Stakeholder Engagement

Build relationships with key customer stakeholders and executive sponsors

Serve as an escalation point for at-risk or strategic accounts, partnering with cross-functional teams to drive resolution

Represent the voice of the customer internally, feeding insights to Product, Marketing, and Sales

Cross-Functional Partnership

Partner with Renewal and Sales leadership on renewal forecasting, expansion motions, and customer handoffs. Proactively drive action plans for successful renewal and expansion

Work with Product and Engineering to surface customer feedback and influence roadmap priorities

Collaborate with Support and Enablement to ensure a seamless end-to-end customer experience

Business Fluency in English, Spanish and Portuguese

6+ years in Customer Success, Account Management, or related customer-facing roles, with 2+ years directly managing a team of CSMs or similar

Proven track record of hitting or exceeding retention/expansion targets

Experience coaching individual contributors and helping them grow in their careers

Strong analytical skills; comfortable working with CRM/CS platforms (e.g., Salesforce, Gainsight, or similar) and reporting on team performance

Excellent communication skills, with experience presenting to senior stakeholders and executives

Demonstrated ability to manage through ambiguity and drive process where none exists

Posting Date: 8/31/2026

Application Window:

We anticipate the application window will be open until 9/18/2026. Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.

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