Customer Success Manager

🔥 36 minutes ago

🇨🇦 Canada – Remote

💵 $90k - $127.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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D2L

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1999

📚 Education

☁️ SaaS

💰 $85M Series B on 2014-08

Education • SaaS

D2L is a company committed to transforming the future of education and work through high-quality learning solutions. Their platform, D2L Brightspace, offers personalized, scalable learning opportunities tailored for various sectors, including K-12 education, higher education, business, training organizations, and government. D2L provides a comprehensive learning management system that incorporates AI-driven tools to enhance teaching and learning experiences. The company emphasizes accessibility and inclusivity, ensuring that their solutions meet diverse learner needs, and supports their users with dedicated customer and learning services.

📋 Description

• Coach, lead, and develop team members by setting strategy and prioritizing Objectives and Key Results (OKRs) • Hire, train, and continuously develop a high-performing team • Align Customer Success activities to growth initiatives and revenue goals that drive adoption, loyalty, and retention of Brightspace • Develop risk management and mitigation initiatives • Develop account planning and document engagement activities • Support team members in identifying risks to revenue retention and aligning programmatic interventions to mitigate those risks • Develop and foster executive-level relationships with key accounts • Foster a culture of customer empathy, partnership, and continuous value creation • Support Account Management teams in identifying cross-sell and upsell opportunities • Advance initiatives to build long-term customer advocacy • Manage a team of D2Lers and champion a high-performing culture • Set clear objectives and performance expectations aligned with D2L’s mission • Coach, provide regular feedback, and provide career path and development opportunities • Collaborate through cross-functional teams to accomplish corporate and team goals • Support vision, planning, and defining team objectives, and lead execution • Support coaching and professional development opportunities to maintain domain expertise • Drive productivity and efficiency, and hold the team accountable for high-quality outcomes • Interview, hire, onboard, coach, and mentor new team members • Produce and participate in knowledge sharing and professional development initiatives

🎯 Requirements

• 5+ years’ experience in a Customer Success (or equivalent) role, with experience leading teams in the adoption of educational technology • Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team’s deliverables • Extensive knowledge and experience in educational technology, with a focus on supporting scaled growth and adoption initiatives • Previous experience and focus on customer advocacy, risk management, retention and adoption programs • Ability to effectively communicate to stakeholders at all levels of the organization, with excellent written, oral, and presentation skills • Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives • Model high energy level, demonstrated drive to succeed, with a sense of urgency • Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization • Experience within a growth-oriented SaaS companies is ideal • Strong analytical and problem-solving skills • Minimum Bachelor’s degree in Education, Business, or related industry or field • At least 5 years’ experience in related industry

🏖️ Benefits

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