Regional Director, Customer Success, LATAM
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: 8/31/2026
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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