Manager – Customer Success
Posted on 2/15/2023
INACTIVE
D2L

1,001-5,000 employees

Online and in-person learning technology provider
Company Overview
D2L stands out as a global leader in the EdTech industry, with a strong commitment to transforming the learning experience for individuals of all ages. The company's competitive edge lies in its comprehensive ecosystem that supports millions of online and in-person learners, backed by a diverse and dedicated workforce that strives to humanize technology. D2L's unique approach to creating unforgettable learning experiences, coupled with their technical expertise, positions them as a compelling workplace for those passionate about education and technology.
Education
Hardware

Company Stage

Series B

Total Funding

$168.5M

Founded

1999

Headquarters

Kitchener, Canada

Growth & Insights
Headcount

6 month growth

0%

1 year growth

6%

2 year growth

3%
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
Sales
Management
Requirements
  • 5+ years' experience in a Customer Success (or equivalent) role; with experience leading teams and managing client portfolios of varying sizes
  • Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team's deliverables
  • Previous experience and focus on customer advocacy, risk management, retention and adoption programs
  • Ability to effectively communicate to stakeholders at all levels of the organization - with excellent written, oral, and presentation skills
  • Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
  • Model high energy level, demonstrated drive to succeed, with a sense of urgency
  • Strong experience collaborating with cross-functional, multidisciplinary teams
  • Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
  • Experience within a growth-oriented SaaS companies is ideal
  • Strong analytical and problem-solving skills
  • Thorough understanding of business management, forecasting strategy and techniques
  • At least 5 years' experience in related industry or acting as a consultant on a major strategic planning program specifically with Customer Success
  • Leads by Example with personal and professional integrity, high accountability, and say/do ratio
  • Boundaryless collaboration and influence skills both within team, peer group and broader organization. Effective communicator with a proven track record of
  • Delivers Awesome Outcomes: Strategic mindset and business acumen, with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver, able to achieve results individually and through others, in fast paced, deadline-driven environments
  • Talent Magnet: Talent-focused leader, with demonstrated ability to coach, build and lead a high performing, diverse team
  • Better, Smarter, Faster: An agile learner, with a growth mindset, attention to detail and organizational skills. An operationally minded leader, with a focus on continuous improvement and innovation
  • Wins Hearts and Minds: An effective communicator, with the ability to connect the why and the what. A change agent, with proven delegation, motivation, and team building skills
Responsibilities
  • Coaching, leading, and developing team members by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a high performing team
  • Align Customer Success activities to growth initiatives, revenue goals that drive adoption, loyalty, and retention of Brightspace
  • Develop sound risk management and mitigation initiatives
  • Responsible for influencing future lifetime value of Brightspace through proven execution and tracking of account planning
  • Responsible for forecasting and achieving quarterly/annual customer retention and lead targets
  • Develop and foster executive level relationships with key accounts
  • Foster a culture of customer empathy, partnership, and continuous value creation
  • Expand revenue in accounts through cross-sell and up-sell in partnership with sales
  • Advance initiatives to build long term customer advocacy
  • Manage a team of D2Lers and champion a high-performing culture
  • Connect your team's day-to-day accountabilities to D2L's mission by setting clear objectives and performance expectations with your team members
  • Coach, provide regular feedback, provide career path and development or growth opportunities, and create a collaborative and open environment
  • Collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
  • Responsible for supporting vision, planning, and defining team objectives, and leading execution of objectives
  • Support coaching and professional development specific opportunities to maintain the domain expertise needed support our diverse customers
  • Work with your peers and leaders to drive productivity, efficiency, and hold the team accountable for high-quality outcomes
  • Play a key role in interviewing, hiring, and onboarding new team members. Provide expertise and coaching/mentorship to the team members
  • Produce and actively participate in knowledge sharing as well as professional development initiatives
Desired Qualifications
  • Experience working in education technology or knowledge of business drivers for Higher Education organizations is a plus