The opportunity
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.
What you'll do
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
What they're looking for
- 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
