Senior Customer Success Manager CorporateGovernment

D2L; Ottawa; On-site; CAD 70,000 - 90,000; Full time

Job summary

A leading education technology firm is seeking a Customer Success Manager to manage relationships with Canadian Federal Government clients. The role focuses on customer satisfaction and retention, requiring strong skills in relationship building, strategic planning, and cross-functional collaboration. The ideal candidate has 5 years of relevant experience and is bilingual in French. This is a full-time position based in Ottawa, with some travel required.

Qualifications

• 5 years experience in Customer Success, Account Management, or related roles.
• Ability to build strong relationships with senior level executives.
• Experience in education technology or related sectors is a plus.

Responsibilities

• Manage key D2L customers and develop strong relationships.
• Develop and manage Customer Success and Retention Plans.
• Drive product adoption and set usage targets.

Skills

Customer Success

Account Management

Relationship Building

Analytical Skills

Cross-functional Collaboration

Education

Bachelor's degree or equivalent experience

Job description

Overview

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 and 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
• Support 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
• Bachelors degree required and/or equivalent experience preferred

Required Experience

Manager

Key Skills

• Campaigns, Invasive Cardiology, Accounting Tally, DCS, Drafting, Activex

Employment Type

Employment Type : Full Time

Experience

years

Vacancy

1