Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as a strategic ally with clients to align their objectives with actionable success plans that enhance efficiency, growth, and measurable results through the adoption of Brightspace.

• Create, oversee, and continually refine customer success and adoption strategies, ensuring a strong connection between client goals, industry best practices, and the capabilities of the Brightspace platform.

• Facilitate value realization by leveraging in-depth knowledge of Brightspace, the educational technology sector, and customer workflows to pinpoint opportunities for optimization, innovation, and improved results.

• Spearhead targeted adoption initiatives by identifying product usage gaps and collaborating closely with key customer stakeholders to enhance platform maturity and effectiveness.

• Proactively evaluate customer health, identify risks, and advocate for corrective actions that enhance engagement, minimize churn, and bolster long-term success.

• Implement customer communication and engagement strategies focused on outcomes and value, while partnering with Account Managers to foster executive alignment, strategic planning, and QBR discussions.

• Foster internal alignment by serving as a vital connector between customers and D2L teams (Sales, Product, Support, and Engineering), ensuring customer feedback informs roadmap priorities and service enhancements.

• Establish a structured customer feedback strategy, converting insights into improved engagement, risk reduction, and retention outcomes.

• Enhance customer lifetime value through robust health indicators, customer advocacy, and actionable promoter measures supported by trusted relationships and expert guidance.

• Lead training for end users and administrators, assisting clients in progressing beyond basic usage towards outcome-focused, scalable platform adoption.

• Maintain a keen awareness of product advancements, industry trends, and best practices to consistently elevate customer discussions and strategic recommendations.

⛳️ Requirements

• Product & Platform Expertise: Utilizes extensive Brightspace and EdTech knowledge to mentor users and administrators toward outcome-focused adoption.

• Adoption Strategy & Execution: Develops and implements adoption strategies that align customer objectives with measurable results and long-term value.

• Facilitation & Enablement: Conducts effective enablement and facilitation to support change, stakeholder alignment, and platform maturity.

• Customer Health & Analytics: Employs data, health indicators, and insights to proactively manage risks and enhance customer outcomes.

• Cross-Functional Collaboration: Collaborates with Account Managers and internal teams to influence alignment and convert customer insights into actionable strategies.

🏝️ Benefits

• Meaningful work that transforms the way the world learns.

• Flexible work arrangements.

• Opportunities for learning and growth.

• Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program.

• 2 Paid Days off for SkillsWave-related activities like exams or final assignments.

• Employee wellbeing initiatives (Access to mental health services, EFAP program, financial planning, and more).

• Retirement planning assistance.

• 2 Paid Volunteer Days.

• Competitive Benefits Package.

• Home Internet Reimbursements.

• Employee Referral Program.

• Wellness Reimbursement.

• Employee Recognition programs.

• Social Events.

• Dog Friendly Office Spaces at our HQ in Kitchener, Winnipeg, Vancouver, and Melbourne offices.