Regional Director, Customer Success, LATAM

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About the role 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.

About your skills 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.

What you’ll be doing 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 What you’ll have 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: 8/11/2026 Application Window:

We anticipate the application window will be open until 8/25/2026.

Based on business needs, this opportunity may remain posted beyond or closed before the anticipated application window.

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