Customer Success Manager

As a Customer Success Manager, you lead as a strategic partner, with customers to drive measurable outcomes, operational efficiency, and long-term growth through the effective use of D2L’s Brightspace platform. You bring together deep product expertise, industry insight, and consultative capability to design, execute, and manage customer success plans that align platform capabilities with institutional and business goals. 

Success in this role is measured by the outcomes customers achieve through effective adoption, the value they realize, and your ability to influence sustained success aligned to their strategic and business objectives. 

• 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. 

• →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. 

At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:

• 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.