Customer Success Manager - Corporate Learning & Training Organizations

Job Summary:

As Customer Success Manager, you will be the primary owner of the business relationship with our North American Corporate Learning & Training Organizations customers and drive their success as defined by them. You will establish productive and trusted relationships with Corporate Learning & Training 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:

• 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

Competencies (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-functionally across multiple internal and external teams
• High energy level, demonstrated drive to succeed, and a sense of urgency
• 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 Corporate Learning/Training Organizations
• Ability to travel approximately 30% of the time to customer locations
• Bachelor’s degree required and/or equivalent experience.