Customer Success Manager (Higher Education)

D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift. New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies. D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L. D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally. Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations. Job Summary: As Customer Success Manager, you will be the primary owner of the business relationship with our North American Higher Education customers and drive their success as defined by them. You will establish productive and trusted relationships with Higher Education institutions and ensure customer satisfaction and retention by driving customer adoption, stakeholder value and advocate the full use of D2L's Brightspace Learning Management System (LMS). How Will I Make an Impact: • Manage key strategic D2L customers, with a focus on developing strong, referenceable relationships • Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks • Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks • Assist customer with key internal projects driving the value of Brightspace in their environment • Ensure cross team customer collaboration • Report against customer success criteria and manage initiatives to meet them • Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally • Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals • Supports Client Sales Executive during renewal process • Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L • Coordinate and conduct regularly scheduled business reviews with the customer leadership and administration teams • Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support • Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution • Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency What you’ll bring to the role: • 3+ years experience in Customer Success, Account Management or related roles • Ability to build strong relationships and quickly establish credibility and rapport with senior level and C-suite executives • Experience establishing joint strategic goals with customers and measuring progress and outcomes • Ability to collaborate cross-function