Customer Success Manager, Canada Remote

As Customer Success Manager, you will be the primary owner of the business relationship with our North American Higher Education customers and drive their success as defined by them. You will establish productive and trusted relationships with Higher Education institutions and ensure customer satisfaction and retention by driving customer adoption, stakeholder value and advocate the full use of D2L's Brightspace Learning Management System (LMS).

How Will I Make an Impact?

• Supports Client Sales Executive during renewal process
• Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
• Ensure cross team customer collaboration
• Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals
• Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency
• Coordinate and conduct regularly scheduled business reviews with the customer leadership and administration teams
• Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L
• Manage key strategic D2L customers, with a focus on developing strong, referenceable relationships
• Report against customer success criteria and manage initiatives to meet them
• Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks
• Assist customer with key internal projects driving the value of Brightspace in their environment
• Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks
• Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution

What you’ll bring to the role?

• Experience working in education technology or knowledge of business drivers for Higher Education is plus
• 3+ years experience in Customer Success, Account Management or related roles
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Ability to collaborate cross-functionally across multiple internal and external teams
• Excellent communication and analytical skills
• Experience within a fast paced, growth organization is ideal
• Experience establishing joint strategic goals with customers and measuring progress and outcomes
• Ability to travel approximately 30% of the time to customer locations
• Ability to build strong relationships and quickly establish credibility and rapport with senior level and C-suite executives

Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following;

• Employee Referral Program
• Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)
• Impactful work transforming the way the world learns
• Wellness Reimbursement
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments
• Competitive Benefits Package
• Learning and Growth opportunities
• Home Internet Reimbursements
• Employee Recognition
• Flexible work arrangements
• 2 Paid Volunteer Days
• Social Events
• Retirement planning
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.