Regional Director, Customer Success, LATAM - Brazil

Coursera
Brazil
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementExperience: 6+ yearsSkills: ["Executive communication","Leadership","Coaching","Data-driven decision-making","Cross-functional collaboration"]

Lead a regional Customer Success organization across Latin America, driving adoption, retention, and growth. Unite and coach Customer Success Managers into a “one team” culture, set and deliver regional goals, and use customer health analytics to mitigate risk and expand accounts. Partner with Sales, Renewals, Channel Partners, Product, Marketing, and Support to resolve escalations, influence roadmaps, and ensure a seamless customer lifecycle in English, Spanish, and Portuguese.

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Coursera
Coursera
1 day ago

Regional Director, Customer Success, LATAM - Brazil

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Job Summary

Lead a regional Customer Success organization across Latin America, driving adoption, retention, and growth. Unite and coach Customer Success Managers into a “one team” culture, set and deliver regional goals, and use customer health analytics to mitigate risk and expand accounts. Partner with Sales, Renewals, Channel Partners, Product, Marketing, and Support to resolve escalations, influence roadmaps, and ensure a seamless customer lifecycle in English, Spanish, and Portuguese.
Location: Brazil
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Director level

Key Responsibilities

  • •Own regional goals for customer retention, expansion, product adoption, and account health.
  • •Develop and execute proactive CS strategies to improve customer value, executive engagement, and multithreading across the customer journey.
  • •Foster a high-performance, inclusive “one team” culture; set team goals and professional development plans; identify and develop future leaders.
  • •Serve as an escalation point for at-risk or strategic accounts and represent the customer voice to Product, Marketing, and Sales.
  • •Partner cross-functionally with Sales and Renewals on forecasting, expansion motions, and customer handoffs; collaborate with Product/Engineering and Support to ensure smooth lifecycle transitions.

Key Requirements

  • •Fluency in English, Spanish, and Portuguese for executive communication across LATAM and global stakeholders.
  • •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 and expansion targets.
  • •Experience coaching individual contributors and helping them grow, including building career paths and future leaders.
  • •Strong analytical skills using CS analytics/CRM platforms (e.g., Salesforce, Gainsight) and reporting on team performance.
Experience:6+ years
Skills:Executive communicationLeadershipCoachingData-driven decision-makingCross-functional collaboration
Languages:EnglishSpanishPortuguese
Tech Stack:GainsightSalesforce

Company Brief

Coursera
Operates an online learning platform offering MOOCs, professional certificates, and degree programs in partnership with universities and organizations worldwide, enabling learners and professionals to acquire new skills and credentials online.
Industry: EdTech
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Mountain View, United States
Founded: 2012
WebsiteLinkedIn