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About the role
Key responsibilities & impact- 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
What you’ll need- 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.
Benefits
Comp & perks- 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
- Employee Recognition
- Social Events
- Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Adoption StrategyCustomer Success PlanningData AnalysisRisk ManagementCustomer Engagement
Soft Skills
Stakeholder AlignmentCommunicationInfluencingRelationship Building