[Hiring] Senior Customer Success Manager @D2L

Role Description

As Customer Success Manager, you will be the primary owner of the business relationship with our North American corporate (Government) customers and drive their success as defined by them. You will establish productive and trusted relationships with corporate customers 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).

Major Responsibilities (How Will I Make an Impact?)

• Manage key strategic D2L customers, with a focus on developing strong, referenceable relationships.
• Develop and manage a Customer Success Plan with the customer that articulates customer success goals, measurement criteria, obstacles, and risks.
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product 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 execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally.
• Drive product adoption by setting adoption and usage targets with the customer that support their success goals.
• Support Client Sales Executive during the renewal process.
• 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 the customer leadership and administration teams.
• Serve as key stakeholder during the Implementation phase and facilitate transition out of implementation to support.
• Develop a consultative relationship with each customer and work in conjunction 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 quickly establish credibility and rapport 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 level, demonstrated drive to succeed, and a sense of urgency.
• Excellent communication and analytical skills.
• Experience within a fast-paced, growth organization is ideal.
• Experience working in education technology for upskilling and employee training is a plus.
• Ability to travel approximately 30% of the time to customer locations.
• Bachelor’s degree required and/or equivalent experience preferred.

Requirements

• Preference will be given to candidates who have experience with the Federal Government & are located in the National Capitol region.
• Bilingual (French) is a strong asset.

Benefits

• Base Salary Range: $90,000 — $130,000 CAD.
• Wellness Subsidy.
• Equity Grants.
• Variable Incentive.
• 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.