Customer Success Manager

D2L; Melbourne (KY); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Flexible work arrangements

Tuition reimbursement (SkillsWave) up 

2 Paid Volunteer Days

Employee wellbeing programs

Retirement planning

Home Internet Reimbursement

Employee Referral Program

Wellness Reimbursement

Employee Recognition

Social Events

Dog-friendly offices

Job summary

D2L is seeking a Customer Success Manager to partner with customers, driving measurable outcomes and long-term growth through Brightspace. You will blend product expertise, industry insight, and consultative skills to design and manage success plans aligned to institutional goals.

Success is measured by adoption outcomes, realized value, and sustaining strategic alignment. This hybrid role is based in Melbourne and involves collaboration with Sales, Product, Support, and Engineering to ensure

Qualifications

• Bachelor's degree in business, Education, Learning & Development, Information Systems, or related field; or equivalent practical experience.
• 5+ years in Customer Success, Account Management, Consulting, or Program Management in SaaS.

Responsibilities

• Lead as a strategic partner with customers to align objectives with actionable success plans.
• Design, own, and evolve customer success and adoption plans.
• Drive value realization by applying knowledge of Brightspace and EDU tech.
• Identify gaps in product usage and advance platform maturity.
• Assess customer health, identify risk, and influence corrective actions.
• Drive communication strategies focused on outcomes and value.
• Coordinate with Sales, Product, Support, and Engineering to inform roadmap.
• Translate customer insights into improved engagement and retention outcomes.

Skills

Brightspace knowledge

Adoption strategy

Facilitation & enablement

Customer health analytics

Cross-functional collaboration

Education

Bachelor's degree or equivalent

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 deliverimproved 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.

Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.

Job Summary:

As a Customer Success Manager, you leadas astrategicpartner, with customers to drive measurable outcomes, operational efficiency, and long-term growth through the effective use of D2L's Brightspace platform. You bring together deep productexpertise, industry insight, and consultative capability to design, execute, and manage customer success plans that align platform capabilities with institutional and business goals.

Success in this role is measured by the outcomes customers achieve through effective adoption, the value they realize, and your ability to influence sustained success aligned to their strategic and businessobjectives.

Major Responsibilities:

• Lead as astrategicpartnerwith customers to align theirobjectiveswith actionable success plans that drive efficiency, growth, and measurable outcomes through Brightspace adoption.
• Design, own, and continuously evolve customer success and adoption plans, ensuring strong alignment between customer goals, industry best practices, and the capabilities of the Brightspace platform.
• Drive value realization by applying deep knowledge of Brightspace, the education technology landscape, and customer workflows toidentifyopportunities for optimization, innovation, and improved outcomes.
• Lead targeted adoption initiatives byidentifyinggaps in product usage and working closely with key customer stakeholders to advance platform maturity and effectiveness.
• Proactively assess customer health,identifyrisk, and influence corrective actions that increase engagement, reduce churn, and strengthen long-term success.
• Drive customer communication and engagement strategies focused on outcomes and value, while collaborating with Account Managers to influence executive alignment, strategic planning, and QBR discussions.
• Influence internal alignment by acting as a critical connector between customers and D2L teams (Sales, Product, Support, and Engineering), ensuring customer insights inform roadmap priorities and service improvements.
• Drive a structured customer feedback strategy, translating insights into improved engagement, risk mitigation, and retention outcomes.
• Influence customer lifetime value through strong health indicators, customer advocacy, and actionable promoter measures supported by trusted relationships and expert guidance.
• Lead enablement for end users and administrators, supporting customers in moving beyond basic usage toward outcome-driven, scalable platform adoption.
• Maintain strong awareness of product enhancements, industry trends, and best practices to continuously elevate customer conversations and strategic recommendations.

Skills & Competencies:

• Product & Platform Expertise:Leveragesdeep Brightspace and EdTech knowledge to coach users and administrators toward outcome-driven adoption.
• Adoption Strategy & Execution: Designs and drives adoption strategies that align customer goals to measurable outcomes and long-term value.
• Facilitation & Enablement: Leads effective enablement and facilitation to support change, stakeholder alignment, and platform maturity.
• Customer Health & Analytics: Applies data, health indicators, and insights to proactively manage risk and strengthen customer outcomes.
• Cross-Functional Collaboration: Partners with Account Managers and internal teams to influence alignment and translate customer insight into action.

Suggested Qualifications/Experience:

• Bachelor's degree in business, Education, Learning & Development, Information Systems, or a related field; or equivalent practical experience.
• 5+ years in Customer Success, Account Management, Consulting, or Program Management in SaaS.

This role is Hybrid, based out of Melbourne

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 #LifeAtD2L:

• 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 SkillsWave Program
• 2 Paid Days off for SkillsWave-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 Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.