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Coursera (recently merged with Udemy to form a comprehensive skills development platform) seeks a Regional Director of Customer Success to lead the Latin America customer success organization. You will oversee a team of Customer Success Managers driving adoption, retention, and expansion across the LATAM customer base, integrating formerly separate Coursera and Udemy CS teams into a unified, high-performing organization.
Key responsibilities include owning regional retention, expansion, and product adoption targets; developing and executing proactive customer success strategies to maximize customer value and executive engagement; using data analytics (Gainsight, Salesforce) to monitor account health, identify risks, and drive continuous improvement; and leading cross-functional initiatives with Sales, Renewals, Product, Marketing, and Support teams to resolve escalations and influence product roadmaps.
You will build and develop a high-performance team by setting clear goals, creating professional development plans, identifying future leaders, and fostering a culture of accountability and customer obsession. You'll also serve as a strategic escalation point for key customer relationships and executive sponsors across LATAM, presenting and negotiating seamlessly in English, Spanish, and Portuguese.
This role requires fluency in all three languages and experience merging distinct organizations, managing CS analytics platforms, and driving regional retention and expansion metrics. The position offers the opportunity to shape how a global skills platform serves millions of learners across Latin America during a pivotal moment of AI-driven transformation in education.
