Senior Customer Success Manager

at  D2L

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 20 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.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

GENERAL DESCRIPTION (JOB SUMMARY):

Every day, our software is used by millions of people around the world, and we are looking for individuals who in our excitement and passion for transforming the way the world learns. At D2L, we believe that learning should be accessible and engaging. Our goal is to create easy, flexible, and smart software that ignites the desire to learn in everyone. To do this, we need to give talented, enthusiastic, and passionate people opportunities to create, develop, and collaborate on projects that revolutionize the learning environment.
As a Senior Customer Success Manager, you will be the primary owner of the business relationship with our enterprise North American Higher Education customers and drive their success as defined by them. You will establish productive and trusted relationships with Higher Education institutions and ensure customer satisfaction and retention by driving customer adoption, stakeholder value and advocate 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, customer success measurement criteria, obstacles and risks
• Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks
• Drive product adoption by setting adoption and usage targets with the customer that supports their organizational goals and objectives
• Facilitate and lead regular touchpoints and strategic business reviews with the customer leadership and administration teams
• Report against customer success criteria and manage initiatives to meet them
• Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L
• Collaborate with internal stakeholders, including sales, product management, support teams, and D2L leadership to ensure alignment on customer needs and priorities.
• Act as D2L business stakeholder in the renewal process.
• Identify expansion opportunities for additional products or services based on the customer’s evolving needs and objectives.
• Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency

COMPETENCIES (WHAT YOU’LL BRING TO THE ROLE):

• 5+ years experience in customer success, account management, or related role
• Experience working in education technology and knowledge of business drivers for Higher Education
• Experience establishing joint strategic goals with customers and measuring progress and outcomes
• Ability to quickly establish rapport and credibility with all levels at client organization including C-Suite executives
• Strong experience collaborating with cross-functional, multidisciplinary teams
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
• Strong analytical and problem-solving skills
• Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills
• Ability to travel approximately 30% of the time to customer locations within assigned territory
  The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. 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.
  Base Salary Range