Customer Success Specialist

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.

Job Summary :

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 you will make an impact :

• 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 bring to the role :

This position is to fill an existing vacancy

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$67,000—$90,000 CAD

Don’t meet every single requirement?  We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!

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 :

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.