Senior Customer Success Manager

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Every day, our software is used by millions of people around the world, and we are looking for individuals who share 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.

JOB SUMMARY:

As a Customer Success Manager you will be the primary owner of the business relationship with our higher education customers and drive their success as defined by them. You will establish productive and trusted relationships with some of the most innovative higher education institutions in North America 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). 

HOW WILL I MAKE AN IMPACT?

  • Manage 20-30 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
  • Report against customer success criteria and manage initiatives to meet them
  • Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
  • Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals
  • Supports Client Sales Executive during renewal process
  • Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L
  • Coordinate and conduct annual or bi-annual business reviews with the customer
  • Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support
  • Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution
  • Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency

WHAT YOU'LL BRING TO THE ROLE:

  • 5+ years experience in managing customer relationships and managing programs for learning management systems or related technologies
  • Direct work with establishing strategic outcomes and measurements
  • Deep experience with Higher Ed institutions, preferably with D2L or other LMS
  • Experience with business drivers for educators, students, business process owners, and organization executives
  • Experience working with and presenting results to senior level executives
  • Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
  • High energy level, demonstrated drive to succeed, and a sense of urgency
  • Experience within a fast paced, growth organization is ideal
  • Excellent communication and analytical skills
  • Travel as required 

EDUCATION RECOMMENDATIONS:

  • Bachelor's degree or college degree in technology required

 WHY WE'RE AWESOME:

  • Flexible work hours
  • Career advancement opportunities
  • Professional development subs
  • Health and wellness programs
  • Collaborative work environment
  • Volunteer Time Off Program
  • Employee Referral Bonus
  • Peer nominated employee recognition program
  • Patent incentive program (inventor's bonus)
  • 401K matching plan
  • 3 weeks' vacation to start
  • Variable Incentive Pay 
  • Employee stock option plan