Senior Customer Success Manager - Corporate/Government (Bilingual)

2 weeks, 5 days ago
Full-time
Senior
Customer and Technical Support
D2L

D2L

D2L specializes in providing an integrated online learning platform, Brightspace, which offers cloud-based learning solutions designed to enhance educational experiences for schools, businesses, and various sectors by leveraging data-driven technology ...

Diversified Consumer Services
1K-5K
Founded 1999
$165M raised

Description

  • Manage strategic D2L customers and build strong, referenceable relationships.
  • Develop and maintain Customer Success Plans that define goals, success metrics, risks, and obstacles.
  • Develop and manage Customer Retention Plans and track retention drivers and risks.
  • Support customer internal initiatives that increase the value of Brightspace in their environment.
  • Coordinate cross-team collaboration between customers, D2L teams, and subject matter experts.
  • Track customer success criteria, report progress, and manage initiatives to meet targets.
  • Oversee remediation actions tied to success and retention plans and communicate progress internally and externally.
  • Drive product adoption by setting usage and adoption targets with customers.
  • Support the Client Sales Executive during the renewal process.
  • Lead regular business reviews with customer leadership and administration teams.
  • Serve as a key stakeholder during implementation and manage the transition to ongoing support.
  • Educate customers on support channels, self-service tools, release processes, and other resources to improve self-sufficiency.

Requirements

  • 5+ years of experience in Customer Success, Account Management, or a related role.
  • Experience working with Canadian Federal Government clients is preferred.
  • Preference for candidates located in the National Capital Region.
  • Bilingual French is a strong asset.
  • Ability to build strong relationships and quickly establish credibility with senior-level and C-suite executives.
  • Experience establishing joint strategic goals with customers and measuring progress and outcomes.
  • Ability to collaborate cross-functionally across multiple internal and external teams.
  • Excellent communication and analytical skills.
  • Experience in a fast-paced, growth organization is ideal.
  • Experience in education technology for upskilling and employee training is a plus.
  • Ability to travel approximately 30% of the time to customer locations.
  • Bachelor’s degree required, or equivalent experience preferred.

Benefits

  • Base salary range of $90,000 to $130,000 CAD.
  • Eligibility for additional compensation including Wellness Subsidy, Equity Grants, and Variable Incentive.
  • Flexible work arrangements.
  • Learning and growth opportunities.
  • Tuition reimbursement up to $4,000 CAD through the SkillsWave Program.
  • 2 paid days off for SkillsWave-related activities such as exams or final assignments.
  • Access to mental health services, EFAP, and financial planning support.
  • Retirement planning support.
  • 2 paid volunteer days.
  • Competitive benefits package.
  • Home internet reimbursements.
  • Wellness reimbursement.

Interested in this position?

Apply directly on the company website

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