Senior Customer Success Manager (Higher Education)
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Job Location:
Towson, MD - USA
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
Job Summary:
Every day our software is used by millions of people around the world and we are looking for individuals who share in our excitement and passion for transforming the way the world learns. At D2L we believe that learning should be accessible and engaging. Our goal is to create easy flexible and smart software that ignites the desire to learn in everyone. To do this we need to give talented enthusiastic and passionate people opportunities to create develop and collaborate on projects that revolutionize the learning environment.
As a Senior Customer Success Manager you leadas astrategicpartner with customers to drive measurable outcomes operational efficiency and long-term growth through the effective use of D2Ls Brightspace platform. You bring together deep productexpertise industry insight and consultative capability to design execute and manage customer success plans that align platform capabilities with institutional and business goals.
Success in this role is measured by the outcomes customers achieve through effective adoption the value they realize and your ability to influence sustained success aligned to their strategic and businessobjectives.
How will I make an impact
- Lead as astrategicpartnerwith customers to align theirobjectiveswith actionable success plans that drive efficiency growth and measurable outcomes through Brightspace adoption.
- Design own and continuously evolve customer success and adoption plans ensuring strong alignment between customer goals industry best practices and the capabilities of the Brightspace platform.
- Drive value realization by applying deep knowledge of Brightspace the education technology landscape and customer workflows toidentifyopportunities for optimization innovation and improved outcomes.
- Lead targeted adoption initiatives byidentifyinggaps in product usage and working closely with key customer stakeholders to advance platform maturity and effectiveness.
- Proactively assess customer healthidentifyrisk and influence corrective actions that increase engagement reduce churn and strengthen long-term success.
- Drive customer communication and engagement strategies focused on outcomes and value while collaborating with Account Managers to influence executive alignment strategic planning and QBR discussions.
- Influence internal alignment by acting as a critical connector between customers and D2L teams (Sales Product Support and Engineering) ensuring customer insights inform roadmap priorities and service improvements.
- Drive a structured customer feedback strategy translating insights into improved engagement risk mitigation and retention outcomes.
- Influence customer lifetime value through strong health indicators customer advocacy and actionable promoter measures supported by trusted relationships and expert guidance.
- Lead enablement for end users and administrators supporting customers in moving beyond basic usage toward outcome-driven scalable platform adoption.
- Maintain strong awareness of product enhancements industry trends and best practices to continuously elevate customer conversations and strategic recommendations.
Skills and competencies:
- Product & Platform Expertise:Leveragesdeep Brightspace and EdTech knowledge to coach users and administrators toward outcome-driven adoption.
- Adoption Strategy & Execution: Designs and drives adoption strategies that align customer goals to measurable outcomes and long-term value.
- Facilitation & Enablement: Leads effective enablement and facilitation to support change stakeholder alignment and platform maturity.
- Customer Health & Analytics: Applies data health indicators and insights to proactively manage risk and strengthen customer outcomes.
- Cross-Functional Collaboration: Partners with Account Managers and internal teams to influence alignment and translate customer insight into action.
What youll bring to the role:
- 5 years in Customer Success Account Management Consulting or Program Management in SaaS.
- Bachelors degree in business Education Learning & Development Information Systems or a related field; or equivalent practical experience.
This position is to fill an existing vacancy
Required Experience:
Manager
Key Skills
- IVR
- Program Management
- Classroom Experience
- Special Education
- Adult Education
- Salesforce
- Teaching
- Curriculum Development
- CRM Software
- Public Speaking
- Supervising Experience
- Toddler Care
About Company
Created by D2L, Brightspace is the best LMS software for online learning and teaching. Discover how our online learning platform for schools and companies can help your organization today.
