Senior Customer Success Manager – Corporate/Government

Senior Customer Success Manager – Corporate/Government (Bilingual) D2L is a cloud company that modernizes education and builds the Future of Work. The company is at the heart of the largest transformation in teaching and learning history. Responsibilities Manage key strategic D2L customers, focusing on developing strong, referenceable relationships Develop and manage a Customer Success Plan that articulates success goals, measurement criteria, obstacles and risks Develop and manage a Customer Retention Plan that articulates drivers of retention and associated risks Assist customers with key internal projects driving 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 progress internally and externally Drive product adoption by setting adoption and usage targets that support customer success goals Support Client Sales Executive during renewal process Develop and manage an engagement model that expands and manages all key relationships within the customer and D2L Coordinate and conduct regularly scheduled business reviews with 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 Qualifications 5+ 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 for upskilling and employee training is a plus Ability to travel approximately 30% of the time to customer locations Bachelor’s degree required and/or equivalent experience preferred Salary and Benefits Base Salary Range: $90,000—$130,000 CAD. Impactful work transforming the way the world learns Flexible work arrangements Learning and growth opportunities Tuition reimbursement up to $4,000 CAD for continuing education through our Catch the Wave Program 2 paid days off for Catch the Wave related activities (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 at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne EEO Statement D2L is committed to a fair and inclusive work environment. We are an equal‑opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing careers@d2l.com and a member of our HR team will respond confidentially. D2L maintains a drug‑free workplace. #J-18808-Ljbffr