Senior Customer Success Manager – Corporate/Government

Overview D2L is a cloud company modernizing education and the Future of Work. D2L enables new models of teaching and learning that personalize the student experience and improve retention, engagement, satisfaction, and outcomes for learners of all ages in schools, campuses, and companies. We are dedicated to transforming the way the world learns and to improving human potential globally. A member of our Talent Acquisition team reviews all applications. They are excited to read about what you could add to D2L. This posting will close on October 20 at 9:00am ET, but we encourage interested candidates to apply as soon as possible. Applications received before the closing date will be prioritized. The posting may remain open beyond the listed date depending on hiring needs. This role will be working with our Canadian Federal Government clients. Preference will be given to candidates who have experience with the Federal Government and are located in the National Capital region. Bilingual (French) is a strong asset. General Description: As Customer Success Manager, you will be the primary owner of the business relationship with North American corporate (Government) customers and drive their success as defined by them. You will establish productive and trusted relationships with corporate customers (Government) while ensuring customer satisfaction and retention by driving product adoption, stakeholder value, and advocating the full use of D2L's Brightspace Learning Management System (LMS). Responsibilities Manage key strategic D2L customers, focusing on developing strong, referenceable relationships Develop and manage a Customer Success Plan with the customer that articulates goals, success metrics, 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 the value of Brightspace in their environment Ensure cross-team customer collaboration Report against customer success criteria and manage initiatives to meet them Oversee remediation items for the Customer Success Plan and Retention Plan, communicating progress internally and externally Drive product adoption by setting adoption and usage targets with the customer Develop and manage an engagement model with the customer 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 and facilitate transition to support Develop consultative relationships with each customer and work 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 establish credibility 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, drive to succeed, and a sense of urgency Excellent communication and analytical skills Experience in a fast-paced, growth organization is ideal Experience in education technology or knowledge of business drivers for Higher Education is a plus Ability to travel approximately 30% of the time to customer locations Bachelor’s degree required and/or equivalent experience preferred Compensation The expected base salary range for a new hire in this role is listed below. The annual base salary is determined by relevant knowledge, skills, education, training and experience, and is aligned to market data for the geographic location and industry. The total compensation may include additional benefits such as a Wellness Subsidy, Equity Grants, and Variable Incentive. Base Salary Range $97,000 — $130,000 CAD Don’t meet every requirement? We encourage you to apply anyway. At D2L we are committed to diversity and inclusion. We welcome applicants even if you don\'t meet every qualification; we value growth and development. Benefits and Perks Impactful work transforming the way the world learns Learning and growth opportunities Tuition reimbursement up to $4,000 CAD through Catch the Wave 2 paid days for Catch the Wave related activities Employee wellbeing resources Competitive benefits package Home internet reimbursement Employee referral program Wellness reimbursement Employee recognition and social events Dog-friendly offices at HQs in Kitchener, Winnipeg, Vancouver, and Melbourne D2L is an equal opportunity employer. We hire regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, veteran status or any other legally protected status. If you have accessibility requirements, please email D2L maintains a drug-free workplace. Schedule Full-time Consent for data use By submitting your application, you acknowledge and consent to the processing and sharing of your information within the D2L family of companies and vendors for recruitment purposes. Information may be located in jurisdictions outside your residence. For privacy information, review D2L’s Privacy Statement. Agency note: D2L does not accept agency resumes. No fees will be paid for unsolicited resumes. #J-18808-Ljbffr