Customer Success Specialist @ D2L

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.

A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.

General Description:

As Customer Success Specialist, you oversee a large portfolio of our small-to-medium business (SMB) North America Corporate customers at scale. You will have the opportunity to establish productive and trusted relationships with Corporate organizations 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?

You’ll have a big impact on learners by helping clients drive adoption with various strategies and programs to improve outcomes. The goal is to improve learning outcomes, support improved retention, higher engagement, increase learner satisfaction, and improve productivity.

Engage with customers at scale throughout key points in the customer journey
Define, coordinate, implement and measure scaled activities that drive customer’s adoption and strategic success
Develop a scalable coaching capacity to provide support to our customers with the training, skills and tools they need to drive adoption of our software from the beginning
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
Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally
Supports Client Sales Executive during renewal process
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?

2+ years experience in Customer Success, Account Management or related roles
High energy level, demonstrated drive to succeed, and a sense of urgency
Ability to quickly leverage tools and technology to deliver value to a large portfolio of SMB customers at scale
Ability to build relationships, quickly establish credibility and collaborate across multiple internal and external teams
Ability to design processes and workflows to drive efficiency - mapping out things that work well for others to follow
Ability to prioritize and stay organized and on task
Excellent communication and analytical skills
Experience within a fast paced, growth organization is ideal
Experience working in education technology or knowledge of business drivers for Higher Education is plus

EDUCATION REQUIREMENTS:

Bachelor’s degree required and/or equivalent experience.

The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Base Salary Range

$60,000—$82,500 CAD

Why we’re awesome:

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 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.

Customer Success Specialist

Corporate Learning & Training Organizations

D2L

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