Customer Success Leader — Higher Education (Flexible)

D2L; United States; À distance; USD 63 000 - 89 000; Plein temps

Avantages offerts par ce poste

Flexible work arrangements

Tuition reimbursement

Wellbeing program

Retirement planning

Employee recognition

Résumé du poste

D2L is seeking a Manager, Customer Success to lead a high-performing team in the North America Higher Education segment. You will coach staff to exceed loyalty, adoption, and retention targets, while partnering across functions to ensure customers derive maximum value from Brightspace.

You will build account plans, manage risk, and foster executive relationships with key accounts. The role emphasizes customer empathy, proactive programs, and collaboration with Account Management for cross-sell

Qualifications

• 5+ years experience in a Customer Success role; with experience leading teams in the adoption of educational technology.
• Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team\'s deliverables.
• Extensive knowledge and experience in educational technology, with a focus on supporting scaled growth and adoption initiatives.
• Previous experience and focus on customer advocacy, risk management, retention and adoption programs.
• 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.
• Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization.
• Experience within a growth-oriented SaaS companies is ideal.
• Strong analytical and problem-solving skills.

Responsabilités

• Coach, lead, and develop team by setting strategy and prioritizing Objectives and Key Results (OKRs)
• Hire, train, and continuously develop a high performing team
• Align Customer Success activities to growth initiatives, revenue goals that drive adoption, loyalty, and retention of Brightspace
• Develop sound risk management and mitigation initiatives
• Responsible for developing and reinforcing account planning and documentation of engagement activities
• Responsible for supporting team members in proactively identifying risks to revenue retention and aligning programmatic interventions to mitigate those risks
• Develop and foster executive level relationships with key accounts
• Foster a culture of customer empathy, partnership, and continuous value creation
• Support Account Management teams in identifying cross-sell and upsell opportunities
• Advance initiatives to build long term customer advocacy
• People Leadership and Performance: Manage a team of D2Lers and champion a high-performing culture
• Connect your team’s day-to-day accountabilities to D2L’s 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
• Support coaching and professional development specific opportunities to maintain the domain expertise needed support our diverse customers
• 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

Connaissances

Customer success leadership

Hiring & onboarding

EdTech expertise

Customer advocacy

Risk management

Retention & adoption

Stakeholder communication

C-suite rapport

SaaS growth

Analytical skills

Problem solving

Formation

Bachelor's degree in Education, Business, or related field

MEd/MBA preferred

5+ years in related industry

Description du poste

D2L is seeking a Manager, Customer Success to lead a high-performing team in the North America Higher Education segment. You will coach staff to exceed loyalty, adoption, and retention targets, while partnering across functions to ensure customers derive maximum value from Brightspace.

You will build account plans, manage risk, and foster executive relationships with key accounts. The role emphasizes customer empathy, proactive programs, and collaboration with Account Management for cross-sell