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Customer Success Manager
D2L
Global Village, UAE
Full Time
Mid
Field
6 days ago
Customer SuccessBrightspaceEdTechAdoption StrategyData AnalysisCross functional Collaboration
Free
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Customer SuccessBrightspaceEdTech
About the Role
D2L is looking for a Customer Success Manager to drive adoption and value realization for the Brightspace learning platform. The role involves strategic partnership with customers, designing success plans, and leading adoption initiatives.
Key Skills for This Role
Customer SuccessBrightspaceEdTechAdoption StrategyData AnalysisCross functional Collaboration
Responsibilities
- Lead as a strategic partner with customers to align their objectives with 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 to identify opportunities for optimization, innovation, and improved outcomes
- Lead targeted adoption initiatives by identifying gaps in product usage and working closely 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, 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
Requirements
- Product & Platform Expertise: Leverages deep 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
Full Job Posting
Job Description
- D2L is a cloud company that is modernizing education and building the Future of Work.
- D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners.
How You Will Make a Difference
- Lead as a strategic partner with customers to align their objectives with 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 to identify opportunities for optimization, innovation, and improved outcomes.
- Lead targeted adoption initiatives by identifying gaps in product usage and working closely 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, 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: Leverages deep 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.
Why We're Awesome
- 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
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