Customer Success Manager (Higher Education)

D2L Referral Portal; United States; Remote; USD 80,000 - 98,000; Full time

Benefits offered by this job

Flexible work arrangements

Learning and growth opportunities

Tuition reimbursement

Job summary

D2L is seeking a Customer Success Manager to own North American Higher Education relationships and drive customer success through adoption of Brightspace LMS. You will establish trusted relationships with Higher Education institutions and ensure satisfaction and retention by delivering stakeholder value and full platform utilization.

You will lead strategic planning, coordinate cross-functional teams, and manage renewals, implementations, and ongoing engagement to drive measurable outcomes for

Qualifications

• 3+ 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 travel approximately 30% of the time to customer locations
• Bachelor’s degree required and/or equivalent experience

Responsibilities

• 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

Skills

Relationship building

Executive-level communication

Cross-functional collaboration

Customer success management

Strategic planning

Account management

Analytical skills

Time management

Travel readiness

Education

Bachelor’s degree required

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

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

What you’ll bring to the role:

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

This position is to fill an existing vacancy

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

$80,000—$97,750 USD

Don’t meet every single requirement? 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.