Manager, Customer Success - D2L, Canada

The opportunity

D2L is looking for a Manager, Customer Success for a remote position in Canada. You will be responsible for leading a high performing team within the Higher Education segment across North America, overseeing and coaching staff to continually strive to exceed loyalty, adoption, and retention targets.

What you'll do

As a leader at D2L, you will make an impact through the following responsibilities:

• 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

Who we're looking for

To be successful in this D2L career opportunity, candidates should bring the following qualifications:

• 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
• Minimum Bachelor’s degree in Education, Business, or related industry of field; MEd/MBA preferred