Customer Success • Lead

Who you are

You have extensive experience in customer success leadership, ideally within a technology or cloud-based environment. Your strategic vision drives the direction of customer engagement and satisfaction, ensuring that clients derive maximum value from the products and services offered. You excel in building and leading high-performing teams, fostering a culture of excellence and accountability. Your ability to communicate effectively with stakeholders at all levels is key to your success, as you navigate complex organizational dynamics to advocate for customer needs.

You understand the importance of data-driven decision-making and are skilled at leveraging analytics to inform strategies that enhance customer experiences. Your background in education technology or a related field gives you unique insights into the challenges and opportunities faced by learners and educators today. You are passionate about transforming the way the world learns and are committed to driving meaningful change in the education sector.

Desirable

Experience in a SaaS environment is a plus, as is familiarity with educational technologies. You have a track record of developing successful customer success programs that drive retention and engagement. Your leadership style is collaborative, and you thrive in environments where you can mentor and develop others.

What you'll do

As the VP of Customer Success at D2L, you will lead the global customer success strategy, ensuring that our customers achieve their desired outcomes through effective product adoption. You will work closely with the Chief Revenue Officer to align customer success initiatives with overall business objectives. Your role will involve developing and implementing best practices for customer engagement, onboarding, and support, ensuring that our clients receive exceptional service at every touchpoint.

You will oversee a team of customer success managers, providing guidance and support as they work to build strong relationships with clients. Your focus will be on driving customer satisfaction and loyalty, utilizing feedback and data to continuously improve our offerings. You will also collaborate with product and engineering teams to advocate for customer needs and influence product development based on user insights.

In this role, you will be responsible for setting performance metrics and KPIs for the customer success team, ensuring accountability and driving results. You will lead initiatives to enhance customer education and training, empowering clients to maximize the value of our solutions. Your strategic mindset will help you identify opportunities for upselling and cross-selling, contributing to the overall growth of the company.

What we offer

D2L offers a competitive benefits package, including access to mental health services and financial planning resources. We value employee wellbeing and provide opportunities for professional development and growth. Our culture is inclusive and supportive, with a focus on collaboration and innovation. You will have the chance to work in a dog-friendly office environment, with locations in Kitchener, Winnipeg, Vancouver, and Melbourne. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products.