Regional Director, Customer Success, LATAM

About Coursera Coursera and Udemy are now one company, creating one of the world's most comprehensive skills development platforms for the AI era. This strengthens our ability to accelerate AI-powered innovation and shape how the world discovers and builds skills at a pivotal moment of change. Read more about the combined company by visiting our blog. Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to worldclass learning. Coursera partners with leading university and industry partners to offer a broad catalog of content and credentials, including courses, Specializations, Professional Certificates, and degrees. Coursera’s platform innovations — including AI-powered personalized guide and features, like Role Play and Course Builder, and role-based solutions like Skills Tracks — enable instructors, partners, and companies to deliver scalable, personalized, and verified learning. Institutions worldwide rely on Coursera to upskill and reskill their employees, students, and citizens in high-demand fields such as GenAI, data science, technology, and business, while learners globally turn to Coursera to master the skills they need to advance their careers. Coursera is a Delaware public benefit corporation and a B Corp. Coursera recently combined with Udemy to create one of the world’s most comprehensive skills development platforms. Why Join Us At Coursera, we’re looking for inventors, innovators, and lifelong learners ready to shape the future of education. You’ll help build global programs and tools that power online learning for millions turning bold ideas into real impact. People who thrive here are customer-first builders who move fast, simplify ruthlessly, and iterate relentlessly on the metrics that matter.  We’re a globally distributed team that comes together intentionally for collaboration, complex problem-solving, and key milestones — creating opportunities for teams to do their best work together. Our virtual hiring and onboarding experience makes it easy to join us and start making an impact from anywhere. If you’re ready to make a global impact, help scale unique products across Coursera + Udemy, and grow your career, apply below.About the roleWe'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.  About your skillsTrilingual 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. What you’ll be doingCustomer 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 rene