Regional Director, Customer Success, LATAM

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.

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.

• →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

• 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

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.