VP, Customer Success

D2L; Toronto; On-site; CAD 150,000 - 200,000; Full time

Job summary

D2L is seeking a VP of Customer Success to guide the organization's vision and drive adoption of Brightspace among clients. This leadership role will involve managing customer relationships, developing strategies for customer success, and leading a high-performing team to enhance client satisfaction and retention.

Qualifications

• 10 years experience in a Customer Success leadership role.
• Experience designing and overseeing the customer journey.
• Ability to communicate effectively to stakeholders at all levels.

Responsibilities

• Lead and coach Global Customer Success teams.
• Develop and manage a Customer Success Plan framework.
• Create a cohesive customer communication plan.

Skills

Communication

Strategic thinking

Leadership

Customer engagement

Education

Bachelor's degree (technical, business or education-related)

Job description

The VP Customer Success is responsible for leading the direction and vision for the Global Customer Success organization. Leading business relationships between D2L and the customer this role aims to drive adoption and value realization of Brightspace with our customers. Working across all markets and geographies that we serve; this leadership role will help the Customer Success organization continue to achieve and grow our industry leading customer retention and growth outcomes.

Major Responsibilities (How Will I Make an Impact) :

• Leading expanding and coaching the Global Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring training and developing a high performing team
• Responsible for all of D2Ls customers with a focus on developing strong relationships and Brightspace promoters
• Develop and manage a Customer Success Plan framework that articulates customer success goals measurement criteria obstacles and risks
• Create and identify a cohesive customer communication plan that covers executive alignment QBR focus as well as additional touch points to ensure customers are successful with D2L
• Serve as the vital link between the customer Sales Product Support and Engineering; Create meaningful dialogue across executive leadership within these functions and increase communication of customer feedback to Product & Engineering teams.
• Be an active participant and equal partner within the organization
• Partnering with D2L Leadership to define and drive the overall customer journey.
• Design and execute a customer feedback strategy across various listening channels so that D2L evolves customer engagement addresses risk and translates feedback into customer retention strategies
• Establish leadership both within the customer success organization and across executive leadership making the team a valued and championed organization within D2L
• Accountable for customer retention and pipeline growth targets
• Responsible for influencing future lifetime value of Brightspace through higher product adoption customer satisfaction and promoter measures and overall client health scores

People Leadership and Performance

• Manage a team of D2Lers and champion a high-performing culture.
• Connect your teams day-to-day accountabilities to D2Ls mission by setting clear objectives and performance expectations with your team members.
• Coach provide regular feedback provide career path and development or growth opportunities and create a collaborative and open environment.
• Collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
• Responsible for supporting vision planning and defining team objectives and leading execution of objectives
• Work with your peers and leaders to drive productivity efficiency and hold the team accountable for high-quality outcomes
• Play a key role in interviewing hiring and onboarding new team members. Provide expertise and coaching / mentorship to the team members.
• Produce and actively participate in knowledge sharing as well as professional development initiatives

Competencies (What youll bring to the role) :

• 10 years experience in a Customer Success (or equivalent) leadership role; leading teams managing client portfolios of varying sizes across multiple markets and geographies.
• Experience hiring onboarding managing and developing high-performing teams while still contributing to the teams deliverables
• Previous experience designing and overseeing the customer journey for establishing strategic outcomes and measurements within a diverse group of clients
• 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
• Strong experience collaborating with cross-functional multidisciplinary teams
• Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
• Acumen with Artificial Intelligence tools
• Experience within a growth-oriented SaaS companies is ideal and with Customer Success technology is an asset ( ie : Gainsight Churn Zero)
• This position may require up to 30% travel varying by seasonality and business need
• Leads by Example with personal and professional integrity high accountability and say / do ratio
• Boundaryless collaboration and influence skills both within team peer group and broader organization. Effective communicator with a proven track record of
• Delivers Awesome Outcomes : Strategic mindset and business acumen with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver able to achieve results individually and through others in fast paced deadline-driven environments.
• Talent Magnet : Talent-focused leader with demonstrated ability to coach build and lead a high performing diverse team.
• Better Smarter Faster : An agile learner with a growth mindset attention to detail and organizational skills. An operationally minded leader with a focus on continuous improvement and innovation.
• Wins Hearts and Minds : An effective communicator with the ability to connect the why and the what. A change agent with proven delegation motivation and team building skills

Education Recommendations :

Bachelors degree recommended (technical business or education-related is ideal)

NOTE : While we encourage applicants from varied backgrounds candidates who do not have leadership experience in Customer Success will not be considered for this role. Thank you for your understanding.

Required Experience :

Exec

Key Skills

Business Development,Eclipse,Economics,Accounting,Corporate Risk Management,Brokerage

Employment Type : Full Time

Experience : years

Vacancy : 1

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