Manager, Customer Success

D2L; United States; Remote; USD 63,000 - 89,000; Full time

Benefits offered by this job

Flexible work arrangements

Tuition reimbursement

Wellbeing program

Retirement planning

Employee recognition

Job summary

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.

Responsibilities

• 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

Skills

Customer success leadership

Hiring & onboarding

EdTech expertise

Customer advocacy

Risk management

Retention & adoption

Stakeholder communication

C-suite rapport

SaaS growth

Analytical skills

Problem solving

Education

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

MEd/MBA preferred

5+ years in related industry

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 â and deliverimproved retention, engagement, satisfaction, and results for learners of all ages â 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 â 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:

Youâre a recognized expert in the use of technology to support learning. You bring a wealth of knowledge in D2L products and services, a passion for solving problems with technology, and the steadfast will of a servant leader.

The Manager, Customer Success is responsible for leading a high performing team. Working in the Higher Education segment across North America, this leadership role will oversee and coach a team of Customer Success staff to continually strive to exceed loyalty, adoption, and retentiontargets. This role will work cross functionally to ensure that success of our customers is the primary measure of our success at D2L.

How Will I Make an Impact?:

• Coach, lead, and develop team members by setting the 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 teamâs day-to-day accountabilities to D2Lâs 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

What you’ll bring to the role):

• 5+ yearsâ experience in a Customer Success (or equivalent) 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 teamâs 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 â 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

Education Recommendations:

• Minimum Bachelorâs degree in Education, Business, or related industry of field; MEd/MBA preferred
• At least 5 yearsâ experience in related industry

Base Salary Range

$90,000—$127,500 CAD

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.