Marketing

• Define and own the GTM strategy and planning frameworks for product launches, feature releases, and customer growth initiatives.
• Translate company and segment priorities into clear GTM plans, timelines, and measurable outcomes.
• Establish planning cadences to align Product Marketing and Customer Marketing.
• Develop and own the customer lifecycle strategy, aligning programs to key business objectives.
• Build scalable lifecycle frameworks that support customers from initial implementation through long-term engagement.
• Create proactive engagement programs that promote adoption, deepen product usage, and mitigate churn risks.
• Use customer behavioral data, health metrics, and journey analytics to prioritize lifecycle initiatives.
• Monitor program performance, KPI trends, and customer engagement to drive continuous improvements.
• Build automated workflows and customer journeys using marketing automation tools.
• Develop clear, value-oriented messaging that supports the customer journey at every stage.
• Partner closely with Customer Success, Product, Sales, and Support to ensure cohesive lifecycle experiences.

Customer Lifecycle Marketing Manager – 18 Month Contract

Customer Success Manager

• 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.

• Analyze customer health and adoption data across an entire book of business to identify trends, risks, and opportunities for scalable interventions.
• Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays that can be delivered through one-to-many and automated approaches.
• Develop and maintain scalable adoption playbooks aligned to customer segments or verticals, ensuring consistency and impact across diverse customer populations.
• Deliver enablement content and experiences (e.g., webinars, guides, workshops, campaigns) that support adoption at scale.
• Monitor and guide customer journey activities through automation, with targeted direct intervention when necessary.
• Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights, and influence improvement beyond individual customers.
• Maintain awareness of platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies over time.
• Assess the downstream impact of adoption initiatives, considering not only immediate effectiveness but scalability, reusability, and long-term value across the customer base.

Customer Success Specialist – Higher Education

Community Manager

• Monitor, respond to, and triage customer questions through various types of social media
• Identify key Community contributors (internally and externally) to develop Engagement Programs
• Leading project tasks to completion and according to defined timelines
• Use a variety of business tools to assess and propose data informed actions to support Community health and engagement
• Evaluate and contribute to the design of customer journey map informed Community experiences
• Develop learning resources across a variety of Community managed spaces.

Customer Lifecycle Marketing Manager – 18 Month Contract

Customer Success Manager

Customer Success Specialist – Higher Education

Community Specialist