Regional Director, Customer Success, LATAM

Are you ready to lead customer success across an entire region for a company at the forefront of global learning? Coursera is actively searching for a dynamic Regional Director to champion our learners and partners throughout Latin America. This fully remote opportunity invites you to shape the future of skill development from anywhere in the world. You will join us at a pivotal moment, as Coursera and Udemy have recently combined forces, creating one of the planet's most comprehensive skills development platforms tailored for the AI era. Imagine playing a key role in accelerating AI powered innovation and truly shaping how the world discovers and builds essential skills.

Overview

Coursera, launched in 2012 with a mission to provide universal access to world-class learning, partners with leading university and industry experts to offer a vast catalog of content. This includes courses, Specializations, Professional Certificates, and degrees. Our platform innovations, like the AI powered personalized guide, features such as Role Play and Course Builder, and role based solutions like Skills Tracks, empower instructors, partners, and companies to deliver scalable, personalized, and verified learning experiences. Institutions worldwide rely on Coursera to upskill and reskill their employees, students, and citizens in high demand fields like GenAI, data science, technology, and business. Meanwhile, learners globally turn to Coursera to master critical skills for career advancement. As our Regional Director for Customer Success in LATAM, you will drive strategic customer engagement, foster strong relationships, and ensure our partners in the region achieve maximum value from their Coursera investment, significantly contributing to our mission and growth.

Key Responsibilities

Lead, mentor, and develop a high performing Customer Success team across the Latin American region, fostering a culture of excellence and continuous improvement.
Define and execute the regional customer success strategy, aligning it with global objectives and local market nuances to drive adoption, retention, and expansion.
Serve as a senior escalation point for customer issues, working collaboratively with internal teams to ensure timely and effective resolutions that maintain customer satisfaction.
Build and nurture strategic relationships with key customers and partners, acting as a trusted advisor and advocate for their success within Coursera.
Analyze customer data, identify trends, and develop proactive strategies to enhance the customer journey and improve overall customer health metrics.
Collaborate closely with Sales, Marketing, Product, and Support teams to ensure a seamless customer experience and represent the voice of the LATAM customer internally.
Drive operational excellence within the regional Customer Success function, optimizing processes and leveraging technology to enhance team efficiency and impact.
Achieve and exceed key performance indicators related to customer retention, growth, satisfaction, and product adoption within the LATAM market.

Requirements

Extensive leadership experience in Customer Success, Account Management, or a related client facing role, preferably within a SaaS or EdTech environment.
Proven track record of managing and growing high performing, distributed teams, with a strong emphasis on coaching and professional development.
Deep understanding of the Latin American market dynamics, cultural nuances, and business landscape.
Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
Fluency in English and Spanish is required. Fluency in Portuguese is highly preferred.
Demonstrated ability to develop and execute strategic plans, analyze data, and drive outcomes in a fast paced, evolving environment.
Experience working with enterprise level clients and driving complex customer success initiatives.
Strong problem solving abilities and a proactive approach to identifying and addressing customer needs.
Bachelor’s degree in Business, Education, or a related field; a Master’s degree is a plus.

What You'll Gain

The chance to make a substantial impact at a global leader in online learning, directly influencing education and career opportunities across Latin America.
Opportunity to work within a dynamic, mission driven organization that truly values innovation and universal access to education.
Professional growth and development in a challenging yet rewarding fully remote environment.
A collaborative and supportive culture that encourages new ideas and empowers its leaders.
Be part of a company shaping the future of skills development in the AI era.