Vp, Customer Success

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.

New models of teaching and learning enable a personalized, student-centric experience - and deliver improved retention, engagement, satisfaction, and results for learners of all ages - in schools, campuses, and companies.

D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.

D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns - and by doing so, we will help improve human potential globally.

The VP, Customer Success is responsible for leading the direction and vision for the Global Customer Success organization. Leading business relationships between D2L and the customer, this role aims to drive adoption and value realization of Brightspace with our customers. Working across all markets and geographies that we serve; this leadership role will help the Customer Success organization continue to achieve and grow our industry leading customer retention and growth outcomes.

**Major Responsibilities (How Will I Make an Impact?)**:

- Leading, expanding, and coaching the Global Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a high performing team
- Responsible for all of D2L's customers with a focus on developing strong, relationships and Brightspace promoters
- Develop and manage a Customer Success Plan framework that articulates customer success goals, measurement criteria, obstacles, and risks
- Create and identify a cohesive customer communication plan that covers executive alignment, QBR focus as well as additional touch points to ensure customers are successful with D2L
- Serve as the vital link between the customer, Sales, Product, Support and Engineering; Create meaningful dialogue across executive leadership within these functions and increase communication of customer feedback to Product & Engineering teams.
- Be an active participant and equal partner within the organization
- Partnering with D2L Leadership to define and drive the overall customer journey.
- Design and execute a customer feedback strategy across various listening channels so that D2L evolves customer engagement, addresses risk and translates feedback into customer retention strategies
- Establish leadership, both within the customer success organization and across executive leadership, making the team a valued and championed organization within D2L
- Accountable for customer retention and pipeline growth targets
- Responsible for influencing future lifetime value of Brightspace through higher product adoption, customer satisfaction and promoter measures and overall client health scores

**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
- 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

**Competencies (What you'll bring to the role)**:

- 10+ years' experience in a Customer Success (or equivalent) leadership role; leading teams managing client portfolios of varying sizes across multiple markets and geographies.- Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team's deliverables
- Previous experience designing and overseeing the customer journey for establishing strategic outcomes and measurements within a diverse group of clients
- 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