Customer Success Specialist, K-12 (French Bilingual)

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 deliverimproved 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 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 a Customer Success Specialist you play a critical role in driving scalable customer engagement andadoption outcomes across K-12 school boards in both English and Canadian French languages. Rather thanfocusing primarily on individual account delivery this role is responsible for designing executing andcontinuously improving repeatable adoption frameworks programs and risk mitigation plays that can beleveraged across customers.

Leveraging strong knowledge of education technology change management and customer health driversyou analyze trends across your book of business to anticipate needs reduce risk and improveengagement at scale. Success in this role is measured by the effectiveness reach and sustainability ofadoption and enablement programs as well as their impact on customer outcomes retention and long-term platform value.

How you will make an impact:

• Analyze customer health and adoption data across an entire book of business to identify trendsrisks and opportunities for scalable interventions.
• Design implement and optimize repeatable adoption enablement and risk mitigation playsthat can be delivered through one-to-many and automated approaches.
• Develop and maintain scalable adoption playbooks aligned to customer segments or verticalsensuring consistency and impact across diverse customer populations.
• Deliver enablement content and experiences (e.g. webinars guides workshops campaigns) thatsupport adoption at scale.
• Monitor and guide customer journey activities through automation with targeted directintervention when necessary.
• Partner with internal teams (Sales Product Support) to align programs surface systemic insightsand influence improvement beyond individual customers.
• Maintain awareness of platform enhancements customer behavior patterns and industry bestpractices to evolve adoption strategies over time.
• Assess the downstream impact of adoption initiatives considering not only immediateeffectiveness but scalability reusability and long-term value across the customer base.

What you bring to the role :

• Bilingual proficiency in English and Canadian French (Ontario French preferred) with the ability to deliver webinars and create enablement resources in both languages.
• Bachelors degree in education or related field (or equivalent experience).
• 2 years in customer success change management or education-related roles.
• Experience in academic institutions or education technology is an asset.
• Proficiency with Microsoft Office Suite Salesforce and Brightspace.
• High energy adaptability and ability to thrive in a fast-paced environment.
• Ability to travel up to 20% for regional conferences and onsite visits with school boards across Canada.

This position is to fill an existing vacancy