Manager, 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.
Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.
Job Summary:
You’re a recognized expert in the use of technology to support learning. You bring a wealth of knowledge in D2L products and services, a passion for solving problems with technology, and the steadfast will of a servant leader.
The Manager, Customer Success is responsible for leading a high performing team. Working in the Higher Education segment across North America, this leadership role will oversee and coach a team of Customer Success staff to continually strive to exceed loyalty, adoption, and retention targets. This role will work cross functionally to ensure that success of our customers is the primary measure of our success at D2L.
How Will I Make an Impact?:
Coach, lead, and develop team members by setting the strategy and prioritizing Objectives and Key Results (OKRs)
Hire, train, and continuously develop a high performing team
Align Customer Success activities to growth initiatives, revenue goals that drive adoption, loyalty, and retention of Brightspace
Develop sound risk management and mitigation initiatives
Responsible for developing and reinforcing account planning and documentation of engagement activities
Responsible for supporting team members in proactively identifying risks to revenue retention and aligning programmatic interventions to mitigate those risks
Develop and foster executive level relationships with key accounts
Foster a culture of customer empathy, partnership, and continuous value creation
Support Account Management teams in identifying cross-sell and upsell opportunities
Advance initiatives to build long term customer advocacy
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
Support coaching and professional development specific opportunities to maintain the domain expertise needed support our diverse customers
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
What you’ll bring to the role):
5+ years’ experience in a Customer Success (or equivalent) role; with experience leading teams in the adoption of educational technology
Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team’s deliverables
Extensive knowledge and experience in educational technology, with a focus on supporting scaled growth and adoption initiatives
Previous experience and focus on customer advocacy, risk management, retention and adoption programs
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 drive to succeed, with a sense of urgency
Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
Experience within a growth-oriented SaaS companies is ideal
Strong analytical and problem-solving skills
Education Recommendations:
Minimum Bachelor’s degree in Education, Business, or related ind