Customer Success Manager (Higher Education)

D2L provides the Brightspace Learning Management System and hires a Customer Success Manager to own business relationships with North American higher education customers. The role drives customer success, satisfaction, retention, and product adoption through success and retention planning, customer collaboration, business reviews, and coordination with internal teams.

Responsibilities:

• 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
• Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency

Requirements:

• 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
• Bachelor's degree required and/or equivalent experience
• Experience within a fast paced, growth organization is ideal
• Experience working in education technology or knowledge of business drivers for Higher Education is plus