Customer Success Manager/Account Manager, H5P Group

Course Merchant; Kitchener; Hybrid; CAD 70,000 - 85,000; Full time

Job summary

An innovative educational technology firm is looking for a Customer Success Manager to join their team in Kitchener. In this hybrid role, you will manage client relationships, support renewals, and help improve customer satisfaction while driving revenue growth. The ideal candidate has at least 2 years of experience in sales or account management, strong communication skills, and a passion for technology. A competitive salary and a range of benefits are offered, including flexible working arrangements.

Benefits

Flexible work arrangements

Tuition reimbursement

Paid volunteer days

Employee wellbeing services

Competitive benefits package

Home internet reimbursements

Qualifications

• 2+ years of relevant experience in Sales, Account Management and/or Customer Success.
• Solid written and verbal communication skills.
• Ability to build relationships with senior executives.

Responsibilities

• Manage renewals and prevent churn.
• Coach and service customers' needs.
• Contribute ideas to shape company processes.

Skills

Sales experience

Account management

Customer success

Communication skills

Relationship building

Attention to detail

Service mindset

Tools

Copper

Salesforce

Stripe

Job description

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student‑centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart.

No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.

A member of our Talent Acquisition team reviews ALL of our applications – yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

Job Summary

We are revolutionizing the world of interactive content (literally) and seeking a driven and talented Customer Success Manager with a strong background in sales. Read more to find out if your skill sets and passions align with our company vision:

H5P Group is a fast‑growing software provider. We help improve the lives of people all around the world by empowering educators to create better e‑learning content faster. Our award‑winning software is called H5P. H5P has grown to become one of the most widely used ed‑tech solutions in the world, with customers that include Ivy League Universities, leading car manufacturers and publishers worldwide. We’re at the beginning of building the most significant ecosystem for interactive content in the world, so this is the perfect time for you to join our team!

To support our strong growth, we are actively looking for new talent; someone who is passionate about technology, sales and customer success, who is smart and friendly! This is a hybrid role between Customer Success and Account Management, requiring you to manage renewals, prevent churn and keep client retention and satisfaction at an all‑time high, while simultaneously growing your book of business and hitting your revenue target by generating upgrade revenue.

Please note this is a hybrid position based out of our office in either Kitchener (HQ) or Toronto.

How You Will Make An Impact

• Foster and develop business relationships with some of the most prestigious and well‑known learning institutions, organizations, and brands in the world.
• Ensure the success of our customers by helping coach, train, and service their needs while ultimately empowering them to create better, more engaging interactive content for their learners/users.
• Contribute ideas, suggestions, and strategies to help shape H5P as a company and improve our internal processes.
• Provide customers with support and information pertaining to their H5P.com account/licenses.
• Upgrade current customer accounts by suggesting new features and ways for partners to increase their adoption of H5P.com.
• Directly contribute to the value of H5P Group as a company by reducing customer churn and generating new (upgrade) revenue.
• Grow and develop personal skills which ensure you are equipped to provide the best possible service to customers to achieve your own professional goals.
• Flexible hours to accommodate working across time zones may be required.
• Occasional travel may be required.

What You’ll Bring To The Role

• 2+ years of relevant experience in Sales, Account Management and/or Customer Success.
• Solid written and verbal communication skills. As the majority of the communication is textual, you must be a fast typist.
• Ability to build strong relationships and quickly establish credibility and rapport with senior level and C‑suite executives.
• The ability to “think on your feet” and juggle many projects/tasks at once.
• Attention to detail and the ability to handle stressful situations (i.e. managing several operational tasks/systems and communications simultaneously).
• A self‑driven person that likes to take initiative and responsibility.
• Service‑minded.
• Familiarity with the following is a plus:
  • CRMs Copper and Salesforce
  • Stripe (payment processing program)
• Familiarity with EdTech solutions is a plus but not a requirement, as long as you identify yourself with being tech savvy. You must be able to learn and acquire deep IT product knowledge efficiently.
• Experience from working within an international environment.
• Flexibility to accommodate meetings in different time zones.

Base Salary Range

$70,000—$85,000 CAD

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!

Why We’re Awesome

• 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

D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at [e-mail] and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug‑free workplace.