D2L

Senior Account Manager, Higher Education

D2L

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $84,000 - $102,000 per year

Job Level

Senior

About the role

  • Own the end-to-end renewal process for assigned accounts, ensuring timely execution and alignment with contractual terms.
  • Proactively engage customers well before renewal dates to reinforce value delivered and address any concerns.
  • Collaborate with internal teams to ensure smooth contract negotiations and compliance.
  • Identify upsell and cross-sell opportunities within existing accounts by understanding customer goals and unmet needs.
  • Partner with Customer Success and Product teams to position additional solutions that drive measurable business outcomes.
  • Develop proposals and close expansion deals that contribute to overall revenue growth.
  • Build and maintain strong relationships with key decision-makers and influencers across multiple levels of the client organization.
  • Create and execute engagement plans that include regular executive touchpoints and strategic discussions.
  • Ensure every client attends at least one in-person client event annually to strengthen partnerships and foster collaboration.
  • Lead structured QBR sessions focused on demonstrating business value, reviewing success metrics, and aligning on future outcomes.
  • Prepare data-driven presentations that highlight ROI, adoption trends, and progress toward agreed objectives.
  • Document and track action items from QBRs to ensure accountability and follow-through.
  • Develop comprehensive account plans that outline customer objectives, jobs to be done, and problems to solve.
  • Align internal resources to support the customer’s success metrics and long-term strategic goals.
  • Continuously update account strategies based on evolving customer needs and market conditions.
  • Maintain accurate churn forecasts by monitoring account health, engagement levels, and risk indicators.
  • Use data and insights to predict potential churn and implement proactive retention strategies.
  • Report churn risk and mitigation plans to leadership on a regular cadence.
  • Identify and assess risks that could impact customer satisfaction, retention, or revenue.
  • Develop and execute risk mitigation plans, escalating issues when necessary.
  • Act as the primary point of contact for resolving critical account challenges quickly and effectively.

Requirements

  • 5+ years of account management experience in a SaaS environment
  • Proven ability to manage a large book of business with multiple accounts and a track record of successful achievement of assigned quotas.
  • Experience with enterprise-level web-based applications.
  • Ability to develop and execute account strategies aligned with customer goals and business outcomes.
  • Strong understanding of revenue drivers, renewal processes, and expansion opportunities.
  • Skilled in building multi-threaded relationships, including executive-level engagement.
  • Exceptional verbal and written communication skills to lead QBRs and influence stakeholders.
  • Proficiency in forecasting, risk assessment, and interpreting success metrics.
  • Deep commitment to understanding customer needs and delivering measurable value.
  • Ability to manage multiple priorities, deadlines, and stakeholders effectively.
  • Skilled at identifying challenges and creating actionable solutions to achieve customer success.
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
account managementSaaSforecastingrisk assessmentdata-driven presentationscontract negotiationsrenewal processesupsellcross-sellcustomer success
Soft Skills
communicationrelationship buildingstrategic thinkingproblem solvingtime managementinfluencingcollaborationcustomer focusexecutive engagementadaptability