Customer Success Manager

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 deliverimproved 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 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.

As a Customer Success Manager you leadas astrategicpartner with customers to drive measurable outcomes operational efficiency and long-term growth through the effective use of D2Ls Brightspace platform. You bring together deep productexpertise industry insight and consultative capability to design execute and manage customer success plans that align platform capabilities with institutional and business goals.

Success in this role is measured by the outcomes customers achieve through effective adoption the value they realize and your ability to influence sustained success aligned to their strategic and businessobjectives.

How you will make a difference:

• Lead as astrategicpartnerwith customers to align theirobjectiveswith actionable success plans that drive efficiency growth and measurable outcomes through Brightspace adoption.
• Design own and continuously evolve customer success and adoption plans ensuring strong alignment between customer goals industry best practices and the capabilities of the Brightspace platform.
• Drive value realization by applying deep knowledge of Brightspace the education technology landscape and customer workflows toidentifyopportunities for optimization innovation and improved outcomes.
• Lead targeted adoption initiatives byidentifyinggaps in product usage and working closely with key customer stakeholders to advance platform maturity and effectiveness.
• Proactively assess customer healthidentifyrisk and influence corrective actions that increase engagement reduce churn and strengthen long-term success.
• Drive customer communication and engagement strategies focused on outcomes and value while collaborating with Account Managers to influence executive alignment strategic planning and QBR discussions.
• Influence internal alignment by acting as a critical connector between customers and D2L teams (Sales Product Support and Engineering) ensuring customer insights inform roadmap priorities and service improvements.
• Drive a structured customer feedback strategy translating insights into improved engagement risk mitigation and retention outcomes.
• Influence customer lifetime value through strong health indicators customer advocacy and actionable promoter measures supported by trusted relationships and expert guidance.
• Lead enablement for end users and administrators supporting customers in moving beyond basic usage toward outcome-driven scalable platform adoption.
• Maintain strong awareness of product enhancements industry trends and best practices to continuously elevate customer conversations and strategic recommendations.

What you will bring to the role:

• Product & Platform Expertise:Leveragesdeep Brightspace and EdTech knowledge to coach users and administrators toward outcome-driven adoption.
• Adoption Strategy & Execution: Designs and drives adoption strategies that align customer goals to measurable outcomes and long-term value.
• Facilitation & Enablement: Leads effective enablement and facilitation to support change stakeholder alignment and platform maturity.
• Customer Health & Analytics: Applies data health indicators and insights to proactively manage risk and strengthen customer outcomes.
• Cross-Functional Collaboration: Partners with Account Managers and internal teams to influence alignment and translate customer insight into action.
• Acumen with Artificial Intelligence tools.

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1