Senior Manager, Customer Success

Title: Manager, Customer Success Location: Canada - Remote; Kitchener, Ontario

Job Summary:

You’re a recognized expert in the use of technology to support learning. You bring a wealth of knowledge in D2L products and services, a passion for solving problems with technology, and the steadfast will of a servant leader.

The Manager, Customer Success is responsible for leading a high performing team. Working in the Higher Education segment across North America, this leadership role will oversee and coach a team of Customer Success staff to continually strive to exceed loyalty, adoption, and retention targets. This role will work cross functionally to ensure that success of our customers is the primary measure of our success at D2L. 

How Will I Make an Impact?:

• 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
• People Leadership and Performance
  • Manage a team of D2Lers and champion a high-performing culture
  • Connect your team’s day-to-day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members.
  • Coach, provide regular feedback, provide career path and development or growth opportunities, and create a collaborative and open environment.
  • Collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
  • Responsible for supporting vision, planning, and defining team objectives, and leading execution of objectives
  • Support coaching and professional development specific opportunities to maintain the domain expertise needed support our diverse customers
  • Work with your peers and leaders to drive productivity, efficiency, and hold the team accountable for high-quality outcomes
  • Play a key role in interviewing, hiring, and onboarding new team members. Provide expertise and coaching/mentorship to the team members.
  • Produce and actively participate in knowledge sharing as well as professional development initiatives

What you’ll bring to the role):

• 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

Education Recommendations:

• Minimum Bachelor’s degree in Education, Business, or related industry of field; MEd/MBA preferred
• At least 5 years’ experience in related industry