VP, Customer Success

VP, Customer Success at D2L D2L is a cloud company modernizing education and building the Future of Work. The role leads the Global Customer Success organization, ensuring exceptional product adoption and value realization for customers worldwide. Major Responsibilities Lead, expand, and coach the Global Customer Success teams, prioritizing OKRs focused on product adoption, satisfaction, and customer value realization. Develop frameworks and playbooks for CSMs to identify usage gaps, run adoption initiatives, and deliver enablement on new features. Ensure CSMs conduct ongoing health checks and provide expert guidance to end users and administrators to reduce risk and increase value. Create and manage customer communication plans that focus on engagement and adoption, partnering with Account Managers and Directors for executive alignment and QBRs. Serve as the link between the customer, Sales, Product, Support, and Engineering, fostering dialogue across executive leadership. Partner with D2L Leadership to define and drive the overall customer journey. Design and execute a customer feedback strategy across listening channels, translating insights into retention strategies. Establish the Customer Success organization as a valued partner within D2L, recognized for driving product adoption and strong relationships. Accountable for customer retention and growth targets achieved through deep adoption and usage. Influence the future lifetime value of Brightspace by promoting customer satisfaction and health through expert support. People Leadership and Performance Manage a high‑performing team and champion a culture of excellence. Connect day‑to‑day accountability to D2L’s mission by setting clear objectives and performance expectations. Coach, provide regular feedback, and create career development opportunities. Collaborate cross‑functionally to achieve corporate and team goals and manage relationships with other D2L teams. Support vision, planning, and execution of team objectives. Drive productivity and hold the team accountable for high‑quality outcomes. Lead interview, hiring, and onboarding activities, offering mentorship. Share knowledge and participate in professional development initiatives. Competencies 10+ years’ experience in Customer Success (or equivalent) leadership across multiple markets and geographies. Experience hiring, onboarding, managing, and developing high‑performing teams while contributing to deliverables. Demonstrated ability to drive continuous improvement in adoption strategies and customer satisfaction. Excellent written, oral, and presentation communication skills. Ability to establish rapport with stakeholders at all levels, including C‑Suite. High energy, urgency, and drive to succeed. Strong communication skills for facilitating feedback to Product and Engineering teams. Acumen with Artificial Intelligence tools. Experience in a growth‑oriented SaaS company and with Customer Success technology (e.g., PlanHat, Gainsight). Up to 30% travel may be required. Education Bachelor’s degree recommended; technical, business, or education‑related preferred. NOTE We encourage applicants from varied backgrounds, but candidates without leadership experience in Customer Success will not be considered. Base Salary Range $200,000—$250,000 CAD (annualized) Benefits Impactful work transforming how the world learns Flexible work arrangements Learning and growth opportunities Tuition reimbursement up to $4,000 CAD Paid time for Catch the Wave activities Employee well‑being services (mental health, EFAP, financial planning) Retirement planning Paid volunteer days Competitive benefits package Home internet reimbursement Employee referral program Wellness reimbursement Employee recognition Social events Dog‑friendly offices in Kitchener, Winnipeg, Vancouver, and Melbourne #J-18808-Ljbffr