Senior Customer Success Manager – Corporate/Government

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October 11

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D2L

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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.

1001 - 5000 employees

Founded 1999

📚 Education

☁️ SaaS

💰 $85M Series B on 2014-08

📋 Description

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

🎯 Requirements

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

🏖️ Benefits

• Impactful work transforming the way the world learns • Flexible work arrangements • Learning and Growth opportunities • Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program • 2 Paid Days off for Catch the Wave 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 at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.