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Customer Success Manager

2 months ago

Kitchener, Ontario, Canada D2L Full time
About the Role

We are seeking a highly motivated and experienced Customer Success Manager to join our team at D2L. As a key member of our organization, you will be responsible for driving the success of our North American Higher Education customers.

Key Responsibilities
  • Establish and Maintain Relationships: Develop and maintain strong, productive relationships with Higher Education institutions, ensuring customer satisfaction and retention.
  • Customer Success Planning: Collaborate with customers to develop and manage a Customer Success Plan that articulates customer success goals, measurement criteria, obstacles, and risks.
  • Customer Retention: Develop and manage a Customer Retention Plan that identifies drivers of customer and product retention, as well as associated risks.
  • Project Management: Assist customers with key internal projects that drive the value of Brightspace in their environment.
  • Collaboration and Communication: Ensure cross-team customer collaboration, report against customer success criteria, and manage initiatives to meet them.
  • Remediation and Progress Reporting: Oversee the execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate progress internally and externally.
  • Product Adoption: Drive product adoption by setting adoption and usage targets with customers that support their customer success goals.
  • Renewal Support: Support Client Sales Executives during the renewal process.
  • Engagement Model Development: Develop and manage an engagement model with customers that expands and manages all key relationships within the customer and D2L.
  • Regular Business Reviews: Coordinate and conduct regularly scheduled business reviews with customer leadership and administration teams.
  • Implementation Support: Serve as a key stakeholder during the implementation phase and facilitate the transition out of implementation to support.
  • Consultative Relationship Building: Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution.
Requirements
  • Experience: 3+ years of experience in Customer Success, Account Management, or related roles.
  • Relationship Building: Ability to build strong relationships and quickly establish credibility and rapport with senior-level and C-suite executives.
  • Strategic Goal Setting: Experience establishing joint strategic goals with customers and measuring progress and outcomes.
  • Cross-Functional Collaboration: Ability to collaborate cross-functionally across multiple internal and external teams.
  • Energy and Drive: High energy level, demonstrated drive to succeed, and a sense of urgency.
  • Communication and Analytical Skills: Excellent communication and analytical skills.
  • Industry Knowledge: Experience within a fast-paced, growth organization is ideal, and experience working in education technology or knowledge of business drivers for Higher Education is a plus.
  • Travel: Ability to travel approximately 30% of the time to customer locations.
  • Education: Bachelor's degree required and/or equivalent experience.
About D2L

D2L is a cloud company that is modernizing education and building the Future of Work. We are dedicated to providing you with the tools to do the best work of your life. Our company culture values diversity, inclusion, and employee growth and development.

What We Offer
  • Impactful Work: The opportunity to transform the way the world learns.
  • Flexible Work Arrangements: A flexible work environment that supports work-life balance.
  • Learning and Growth Opportunities: Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program.
  • Employee Wellbeing: Access to mental health services, EFAP program, financial planning, and more.
  • Retirement Planning: A competitive benefits package that includes retirement planning.
  • Volunteer Days: 2 paid volunteer days to give back to the community.
  • Home Internet Reimbursement: Reimbursement for home internet expenses.
  • Employee Referral Program: A program that rewards employee referrals.
  • Wellness Reimbursement: Reimbursement for wellness-related expenses.
  • Employee Recognition: Recognition and rewards for employee achievements.
  • Social Events: Regular social events that foster a sense of community.