About this role.
D2L is seeking a Customer Success Manager to serve as a strategic partner for customers using its Brightspace learning platform. The role owns customer success and adoption plans, drives measurable value realization, monitors customer health, and mitigates churn risk. It requires consultative EdTech platform expertise, stakeholder enablement, data-informed account management, and close collaboration with Sales, Product, Support, and Engineering. The position focuses on long-term adoption, retention, advocacy, and alignment of platform usage with institutional and business objectives.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would begin with discovery to understand the customer’s strategic goals, learner and administrator workflows, success metrics, stakeholders, and implementation maturity. I would then document a phased plan covering adoption milestones, enablement, usage targets, governance cadence, risks, and executive review points. The plan would be reviewed regularly and adjusted using product usage and outcome data.
I would monitor health indicators such as declining usage, low administrator engagement, unresolved support trends, missed milestones, stakeholder turnover, and weak executive alignment. After validating the root cause through customer conversations and data, I would establish a recovery plan with clear owners, near-term actions, and measurable success criteria. I would also involve the appropriate internal partners early to resolve product, support, or commercial blockers.
I connect platform activity to the outcomes leaders care about, such as learner engagement, retention, operational efficiency, adoption maturity, and progress toward institutional goals. In executive discussions, I use concise insight-led reporting that highlights achievements, risks, recommended actions, and the expected business impact. This keeps conversations strategic rather than focused only on feature usage.
I would segment audiences by role, current proficiency, and desired outcomes, then create targeted learning paths rather than delivering one generic session. For new users, I would focus on essential workflows and confidence-building; for mature administrators, I would emphasize optimization, analytics, governance, and scalable practices. I would validate effectiveness through adoption data, feedback, and follow-up coaching.
If multiple customers reported friction with a key workflow, I would synthesize the feedback with usage patterns and business impact, then share a structured case with Product and Support. I would align on immediate customer guidance, escalation needs, and any longer-term roadmap consideration. Throughout the process, I would communicate transparently with customers so they understand the actions being taken and maintain confidence in the partnership.
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 deliver improved 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 smart. No 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.
As a Customer Success Manager, you lead as a strategic partner, with customers to drive measurable outcomes, operational efficiency, and long-term growth through the effective use of D2L’s Brightspace platform. You bring together deep product expertise, 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 business objectives.
How you will make a difference:
- Lead as a strategic partner with customers to align their objectives with 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 to identify opportunities for optimization, innovation, and improved outcomes.
- Lead targeted adoption initiatives by identifying gaps in product usage and working closely with key customer stakeholders to advance platform maturity and effectiveness.
- Proactively assess customer health, identify risk, 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.
What you will bring to the role:
- Product & Platform Expertise: Leverages deep 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.
- Acumen with Artificial Intelligence tools.
Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don’t believe you meet every single qualification outlined, because we love to help our people grow and develop!
Why we’re awesome:
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:
- Impactful work transforming the way the world learns
- Flexible work arrangements
- Learning and Growth opportunities
- 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 (Access to mental health services, EFAP program, financial planning and more)
- Retirement planning
- 2 Paid Volunteer Days
- Competitive Benefits Package
- Home Internet Reimbursements
- Employee Referral Program
- Wellness Reimbursement
- Employee Recognition
- Social Events
- Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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