Manager, Customer Success

You’re 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 retention targets. This role will work cross functionally to ensure that success of our customers is the primary measure of our success at D2L.

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 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

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

5+ years’ 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 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

Minimum Bachelor’s degree in Education, Business, or related industry of field; MEd/MBA preferred

At least 5 years’ experience in related industry

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

$90,000 — $127,500 CAD

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.