Strategic Customer Success Manager – EdTech SaaS

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 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