Regional Director, Customer Success, LATAM

About the role

You will own the end-to-end customer success strategy and execution for Coursera and Udemy customers across Latin America from inception through maturity. You will lead a unified team of Customer Success Managers, merging previously separate CS organizations into a single, high-performing regional unit. This role requires fluency in English, Spanish, and Portuguese to communicate effectively with executive sponsors and cross-functional partners. You will partner deeply with Sales, Renewals, Channel Partners, Product, Marketing, and Support teams to ensure customers achieve measurable value and evolve into long-term advocates. The position demands a data-driven approach to portfolio management, utilizing analytics platforms to monitor account health and systematically improve retention. You will be responsible for developing and implementing proactive customer strategies that drive adoption, expansion, and retention across the LATAM region. Your leadership will focus on building a cohesive "one team" culture that delivers scalable, personalized, and verified learning outcomes for a global base of learners and institutions.

Key facts

What you'll do

Develop and execute a comprehensive customer success strategy for the LATAM region focused on retention, expansion, and product adoption.

Lead, develop, and enable a team of Customer Success Managers across LATAM to ensure consistent delivery of value and support.

Establish and own regional customer retention and expansion KPIs, monitoring progress and driving initiatives to close gaps.

Leverage data analytics platforms such as Gainsight and Salesforce to monitor account health, identify risks, and prioritize interventions.

Partner cross-functionally with Sales, Renewals, Channel Partners, Product, Marketing, and Support to resolve complex account escalations.

Influence product roadmaps and feature development by synthesizing regional customer feedback and success metrics.

Build and maintain trusted executive relationships with key strategic customers across LATAM in English, Spanish, and Portuguese.

Define and implement customer lifecycle processes and playbooks to streamline transitions from onboarding to renewal.

Champion a "one team" mentality by integrating distinct CS organizations into a unified culture focused on collaboration and shared goals.

Develop career paths, coaching frameworks, and performance management systems to build a high-performing and resilient CS team.

Create scalable customer success programs and tools that can be deployed across Coursera and Udemy portfolios.

Identify and mitigate churn risks by conducting proactive health checks and developing tailored retention plans for at-risk accounts.

Collaborate with Finance and Sales to align on pricing, packaging, and contract terms that support customer growth and retention objectives.

Represent Coursera and Udemy at industry events and customer forums to strengthen the brand and gather strategic insights.

Requirements

Demonstrate fluency in English, Spanish, and Portuguese for executive-level communication and negotiation.

Bring 8+ years of progressive leadership experience in customer success, with a track record of managing and scaling teams.

Possess a proven history of developing and executing customer success strategies that improve retention and expansion in a SaaS or subscription environment.

Show expertise in using CS analytics and platforms such as Gainsight, Salesforce, or similar systems to drive data-informed decisions.

Exhibit strong experience partnering with cross-functional stakeholders including Sales, Renewals, Product, Marketing, and Support.

Have a demonstrated ability to build and maintain executive-level relationships with C-suite and senior stakeholders.

Hold a Bachelor's degree or equivalent practical experience and proven professional accomplishments.

Display exceptional communication, presentation, and negotiation skills across multiple languages and cultural contexts.

Nice to have

Experience managing a merged CS organization during a period of integration or post-merger transformation.

Background in the EdTech, online learning, or workforce development sectors.

Experience with certification or credentialing programs and outcomes-based learning models.

Familiarity with regulatory environments and customer success practices specific to Latin America.

Practical notes

This is a full-time position based in Brazil with regular travel throughout the LATAM region required.

The role reports to the Global or Regional leadership team and involves significant cross-functional collaboration.

Candidates must be eligible to work in Brazil without sponsorship requirements.

The position involves participation in key company milestones, quarterly business reviews, and strategic planning sessions.