Customer Success Manager

Job title: Customer Success Manager

About the Role D2L's Customer Success Manager partners with customers to drive measurable outcomes and long-term growth through the Brightspace platform. You will combine deep product expertise, industry insight, and a consultative approach to design and manage customer success plans that align platform capabilities with institutional and business goals. Success is measured by outcomes achieved, value realized, and the ability to influence sustained success aligned to customers' strategic objectives.

What You'll Do

• Lead as a strategic partner with customers to align objectives with actionable success plans that drive efficiency, growth, and measurable outcomes through Brightspace adoption.
• Design, own, and evolve customer success and adoption plans, ensuring alignment between customer goals, best practices, and Brightspace capabilities.
• Drive value realization by applying knowledge of Brightspace, EdTech, and customer workflows to identify opportunities for optimization and improved outcomes.
• Lead targeted adoption initiatives by identifying gaps in product usage and working with key customer stakeholders to advance platform maturity and effectiveness.
• Proactively assess customer health, identify risk, 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, collaborating with Account Managers to influence executive alignment, strategic planning, and QBR discussions.
• Act as a connector between customers and D2L teams (Sales, Product, Support, Engineering) to ensure 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 healthy indicators, customer advocacy, and actionable promoter measures supported by trusted relationships and expert guidance.
• Lead enablement for end users and administrators, helping customers move beyond basic usage toward outcome-driven, scalable platform adoption.
• Maintain awareness of product enhancements, industry trends, and best practices to elevate customer conversations and strategic recommendations.

What We're Looking For

• Product & Platform Expertise: Leverages Brightspace and EdTech knowledge to coach users 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.
• Don't meet every single requirement? We strongly encourage you to still apply!

Nice to Have

• Optional/preferred qualifications (only if mentioned)

Compensation & Benefits

• 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 SkillsWave Program.
• 2 Paid Days off for SkillsWave-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.
• Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.