[Hiring] Customer Success Specialist @D2L

Role Description

As a Customer Success Specialist, you play a critical role in driving scalable customer engagement and adoption outcomes across K-12 school boards in both English and Canadian French languages. This role is responsible for designing, executing, and continuously improving repeatable adoption frameworks, programs, and risk mitigation plays that can be leveraged across customers.

• Analyze customer health and adoption data across an entire book of business to identify trends, risks, and opportunities for scalable interventions.
• Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays that can be delivered through one-to-many and automated approaches.
• Develop and maintain scalable adoption playbooks aligned to customer segments or verticals, ensuring consistency and impact across diverse customer populations.
• Deliver enablement content and experiences (e.g., webinars, guides, workshops, campaigns) that support adoption at scale.
• Monitor and guide customer journey activities through automation, with targeted direct intervention when necessary.
• Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights, and influence improvement beyond individual customers.
• Maintain awareness of platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies over time.
• Assess the downstream impact of adoption initiatives, considering not only immediate effectiveness but scalability, reusability, and long-term value across the customer base.

Qualifications

• Bilingual proficiency in English and Canadian French (Ontario French preferred), with the ability to deliver webinars and create enablement resources in both languages.
• Bachelor’s degree in education or related field (or equivalent experience).
• 2+ years in customer success, change management, or education-related roles.
• Experience in academic institutions or education technology is an asset.
• Proficiency with Microsoft Office Suite, Salesforce, and Brightspace.
• High energy, adaptability, and ability to thrive in a fast-paced environment.
• Ability to travel up to 20% for regional conferences and onsite visits with school boards across Canada.

Requirements

• This position is to fill an existing vacancy.
• The expected base salary range for a new hire in this role is $67,000 — $79,000 CAD.
• The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training, and experience.
• As part of the total compensation at D2L, the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Benefits

• Impactful work transforming the way the world learns.
• Flexible work arrangements.
• Learning and Growth opportunities.
• Tuition reimbursement of up to $4,000 CAD for continuing education through our Catch the Wave Program.
• 2 Paid Days off for Catch the Wave related activities like exams or final assignments.
• Employee wellbeing (Access to mental health services, EFAP program, financial planning, and more).
• Retirement planning.
• 2 Paid Volunteer Days.
• Competitive Benefits Package.
• Home Internet Reimbursements.
• Employee Referral Program.
• Wellness Reimbursement.
• Employee Recognition.
• Social Events.
• Dog Friendly Offices at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne.