About the company
Coursera and Udemy are now one company, creating one of the world's most comprehensive skills development platforms for the AI era. Coursera was launched in 2012 by Andrew Ng and Daphne Koller with a mission to provide universal access to world-class 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 is a Delaware public benefit corporation and a B Corp.
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.
Responsibilities
- 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
- 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
- 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
- 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
Requirements
- 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 executives
Conditions
- Globally distributed team with intentional in-person collaboration
- Virtual hiring and onboarding experience
- Opportunity to make a global impact and grow your career