D2L

Senior Customer Success Manager – Higher Education

D2L

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $87,000 - $123,000 per year

Job Level

Senior

About the role

  • 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

  • 5+ years in Customer Success, Account Management, Consulting, or Program Management in SaaS.
  • Bachelor’s degree in business, Education, Learning & Development, Information Systems, or a related field; or equivalent practical experience.
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 Catch the Wave Program
  • 2 Paid Days off for Catch the Wave 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 at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successadoption planscustomer workflowscustomer feedback strategyrisk mitigationplatform adoptionSaaSprogram managementstrategic planningdata analysis
Soft Skills
strategic partnershipcommunicationinfluencecollaborationcustomer advocacyrelationship buildingproblem solvingleadershipengagementinnovation