Customer Success Manager

About D2L

D2L is a cloud-based company dedicated to revolutionizing education and shaping the Future of Work by transforming traditional teaching and learning methods. With a commitment spanning 25 years, D2L provides an innovative learning environment that personalizes experiences for learners of all ages in educational institutions and corporate settings, fostering enhanced retention, engagement, and outcomes.

Role Overview

As a Customer Success Manager, you will act as a strategic partner to clients, guiding them to achieve operational efficiency, long-term growth, and measurable results through D2L’s Brightspace platform. This role involves leveraging expert product knowledge, industry insights, and consultative skills to develop, implement, and manage success plans aligned with customers’ institutional and business objectives.

Responsibilities

• Serve as a strategic advisor aligning customer goals with actionable success plans promoting efficiency, expansion, and measurable Brightspace adoption outcomes.
• Create, manage, and continuously refine customer success and adoption strategies that harmonize client objectives, industry standards, and platform capabilities.
• Utilize comprehensive knowledge of Brightspace and the EdTech sector to spot opportunities for process optimization, innovation, and enhanced results.
• Identify and address usage gaps through targeted adoption efforts working closely with customer stakeholders to advance platform maturity.
• Monitor customer health proactively to detect risks and implement corrective measures that boost engagement, minimize churn, and secure sustained success.
• Develop communication and engagement initiatives focusing on value delivery, collaborating with Account Managers on executive alignment, strategic planning, and quarterly business reviews.
• Act as a key liaison between customers and internal D2L teams (Sales, Product, Support, Engineering), ensuring customer insights influence development priorities and service enhancements.
• Establish and manage a structured customer feedback process translating insights into improved engagement, risk management, and retention.
• Promote customer lifetime value through building trusted relationships, guiding platform usage maturity, and encouraging advocacy.
• Lead user and administrator enablement to facilitate outcome-driven and scalable adoption beyond basic platform functionality.
• Stay updated on product updates, industry trends, and best practices to elevate strategic customer discussions and recommendations.

Candidate Profile

• Possess deep expertise in Brightspace and educational technology to coach users towards impactful adoption.
• Capable of designing and implementing adoption strategies tied to measurable customer success and value.
• Adept at facilitating enablement initiatives that support organizational change, stakeholder consensus, and platform growth.
• Skilled in analyzing customer data and health indicators to manage risks proactively and reinforce positive outcomes.
• Experienced in collaborating across functions with Account Managers and internal teams to convert customer insights into actionable results.

Diversity Statement

D2L encourages applications from all candidates, emphasizing growth and inclusivity, even if all qualifications are not fully met.

Employee Benefits and Perks

• Engagement in transformative work impacting global learning.
• Flexible working arrangements.
• Opportunities for professional development and skill growth.
• Up to 4000 CAD tuition reimbursement for continuing education via the SkillsWave Program.
• Two paid off days for SkillsWave-related activities such as exams or final assignments.
• Comprehensive employee wellbeing services including mental health support, EFAP program, and financial planning.
• Retirement planning resources.
• Two paid volunteer days annually.
• Competitive benefits package including home internet reimbursements.
• Employee referral and recognition programs.
• Wellness reimbursements and social event participation.
• Dog-friendly office environments at headquarters.