Vp of information technology Jobs in Waterloo, ON

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.

The VP, Customer Success leads the direction and vision for the Global Customer Success organization, ensuring the team delivers exceptional product adoption and value realization for D2L customers. Reporting to the Chief Revenue Officer, this role is responsible for developing and executing strategies that empower Customer Success Managers (CSMs) to act as product and adoption experts, driving customer engagement through training, workshops, and ongoing health checks. The VP, Customer Success partners across all markets and geographies to maintain industry‑leading customer retention and growth, with a focus on maximizing product usage and customer health. The VP, Customer Success ensures the Customer Success organization excels at driving product adoption, facilitating account planning practices inclusive of organizing internal stakeholders as required, identifying usage gaps, and providing actionable feedback to the Product team, supporting overall business outcomes via the above through increased customer value realization.

Major Responsibilities (How Will I Make an Impact?) :

• Lead, expand, and coach the Global Customer Success teams, prioritizing Objectives and Key Results (OKRs) that center on product adoption, satisfaction, and customer value realization.
• Develop frameworks and playbooks for CSMs to identify gaps in product usage, run adoption initiatives via partnership with key customer stakeholders, and deliver group enablement on new features supporting customers' jobs to be done.
• Ensure CSMs conduct ongoing health checks and provide expert guidance to end users and administrators to reduce risk and increase value realization.
• Create and manage customer communication plans focused on product engagement and adoption outcomes, while partnering with the Account Managers / Directors leading executive alignment and QBRs.
• Serve as the vital link between the customer, Sales, Product, Support and Engineering; create meaningful dialogue across executive leadership within these functions and increase communication of customer feedback to Product & Engineering teams.
• Partnering with D2L Leadership to define and drive the overall customer journey.
• Design and execute a customer feedback strategy across various listening channels so that D2L evolves customer engagement, addresses risk and translates feedback into customer retention strategies.
• Establish leadership and champion the Customer Success organization as a valued partner within D2L, recognized for driving product adoption, strong customer relationships, and customer satisfaction.
• Accountable for customer retention and growth targets, achieved through high levels of product and services adoption and usage depth.
• Influence future lifetime value of Brightspace by promoting customer satisfaction and health, and actionable promoter measures through expert adoption support and relationships.

People Leadership and Performance

Competencies (What you’ll bring to the role) :

Education Recommendations :

Bachelor’s degree recommended (technical, business or education‑related is ideal).

NOTE :

While we encourage applicants from varied backgrounds, candidates who do not have leadership experience in Customer Success will not be considered for this role. Thank you for your understanding.

Why we’re awesome :

Playing in picture‑in‑picture

Playing in picture‑in‑picture (opens a new window)

Share

00 : 00

02 : 22

Quality Auto

Speed Normal

CC / subtitles Off

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 :

D2L is committed to a fair and inclusive work environment. We are an equal opportunity employer that hires and attracts talent regardless of age, race, creed, color, religion, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, status as a protected veteran or any other legally protected grounds and will not discriminate on these bases. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad customer base and we seek talent with diversity of life experiences and perspectives from around the world. If you have special accessibility requirements that need to be considered during the recruitment process, please let us know by emailing us at careers@d2l.com and a member of our HR team will get back to you. Information received relating to accommodation needs of applicants will be addressed confidentially. D2L maintains a drug‑free workplace.

Schedule Full‑time

By clicking on the “Submit Application” button above, you acknowledge, agree and / or provide your explicit consent for the D2L family of companies

The D2L family of companies and its vendors, partners, and third parties and their systems may be located in jurisdictions different from your jurisdiction of residence.

For more information on how the D2L family of companies protects your privacy, please review D2L’s Privacy Statement.

To all recruitment agencies : D2L does not accept agency resumes. Please do not forward resumes to our HR alias e‑mail address, to any D2L employee, or to other Desire2Learn e‑mail addresses. D2L will not pay any fees related to unsolicited resumes.

#J-18808-Ljbffr