Udemy-Regional Director, Customer Success
About this role
About Coursera + Udemy
Coursera and Udemy are now one company, bringing together two mission-driven brands to create the world’s most powerful platform for turning learning into progress. Together, we help more than 300 million learners and 12,000+ enterprise customers build the skills they need for a world being reshaped by AI. Read more about the combined company by visiting our blog.
Why join us now?
AI is transforming how people learn, work, and grow, and the need for new skills has never been greater. Coursera brings trusted content and credentials from leading university and industry partners, while Udemy brings a dynamic skills marketplace and global network of real-world experts. By combining these strengths, we can connect more people and organizations to the skills they need, when they need them.
Shape what comes next
By joining our team, you’ll have the opportunity to reshape how the world learns and applies skills—and help millions of people participate in the new economy. Bring your ideas, expertise, and perspective to meaningful work that can make a difference at global scale.
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
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