Manager, Customer Success

Role overview

Impact and team leadership

• Coach, lead, and develop the team; set strategy and prioritize OKRs.
• Hire, train, onboard, and continuously develop team members.
• Align Customer Success activity with growth initiatives and revenue goals for Brightspace adoption, loyalty, and retention.
• Develop risk management and mitigation initiatives and support interventions addressing revenue-retention risks.
• Develop account planning and document customer engagement.
• Build executive-level relationships with key accounts and foster customer empathy, partnership, and value creation.
• Support Account Management with cross-sell and upsell opportunities; advance customer advocacy initiatives.
• Set objectives and performance expectations, give feedback, support career growth, and create a collaborative environment.
• Collaborate cross-functionally to execute objectives, improve productivity and efficiency, and maintain high-quality outcomes.
• Participate in interviews, hiring, onboarding, coaching, knowledge sharing, and professional development.

What you'll bring

• At least five years of experience in Customer Success or an equivalent role, including team leadership in educational technology adoption.
• Experience hiring, onboarding, managing, and developing high-performing teams while contributing to deliverables.
• Extensive educational technology experience supporting scaled growth and adoption initiatives.
• Experience in customer advocacy, risk management, retention, and adoption programs.
• Excellent written, oral, and presentation communication skills; able to engage stakeholders through C-suite level.

About D2L