Senior Customer Success Manager – Corporate/Government

Course Merchant; Kitchener; Hybrid; CAD 97,000 - 130,000; Full time

Job summary

An innovative education technology firm is seeking a Customer Success Manager to drive relationships with North American corporate clients, specifically in the Government sector. This role requires 5+ years of experience in customer success or account management. The successful candidate will manage strategic customer interactions, focusing on product adoption and retention. The company values strong relationship-building skills and offers a competitive salary range of $97,000 to $130,000 CAD, along with comprehensive benefits.

Benefits

Flexible work arrangements

Tuition reimbursement

Wellness Reimbursement

Employee recognition programs

Dog friendly offices

Qualifications

• 5+ years experience in Customer Success, Account Management, or related roles.
• Experience working with Government clients is an asset.
• Bilingual (French) is a strong asset.

Responsibilities

• Manage key strategic D2L customers focusing on relationship development.
• Drive product adoption and customer retention.
• Coordinate business reviews with customer leadership.

Skills

Customer Success Management

Relationship Building

Communication Skills

Analytical Skills

Team Collaboration

Education

Bachelor's degree

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.

This posting will close on October 20 at 9:00am ET, but we encourage interested candidates to apply as soon as possible. Applications received before the closing date will be prioritized. Please note that the posting may remain open beyond the listed date depending on hiring needs.

This role will be working with our Canadian Federal Government clients. Preference will be given to candidates who have experience with the Federal Government & are located in the National Capital region. Bilingual (French) is a strong asset.

General Description

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

Major Responsibilities (How Will I Make an Impact?):

• 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

Competencies (What You’ll Bring To The Role)

• 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 a plus
• Ability to travel approximately 30% of the time to customer locations
• Bachelor’s degree required and/or equivalent experience preferred

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range

$97,000—$130,000 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

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 through:

• 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

EEO Statement 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 [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.