[All remote jobs](https://jobicy.com/jobs.md)[![D2L logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/0ac958a8-221.jpg)](https://jobicy.com/company/d2l.md)[D2L](https://jobicy.com/company/d2l.md) # Customer Success Manager (Higher Education) Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/d2l.md)ShareRemote from[USA](https://jobicy.com/job-region/usa.md)SalaryUSD 80k–97,750 / yrDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceDirectorPublished25 Oct 2026Apply before24 Nov 2026Listing views65Application actions4Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. D2L is hiring a Customer Success Manager to own strategic relationships with North American higher-education customers using its Brightspace learning management platform. The role develops customer success and retention plans, drives product adoption, leads business reviews, and coordinates internal teams around customer outcomes. The manager will partner with senior institutional stakeholders, support renewal activities, and help customers become operationally self-sufficient through D2L resources. Candidates need at least three years of customer success, account management, or related experience, strong executive communication skills, and the ability to travel to customer sites about 30% of the time. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a consultative portfolio-management role requiring ownership of retention, adoption, executive relationships, and cross-functional delivery. Managing strategic education customers while traveling regularly and resolving adoption risks creates a demanding, high-visibility workload. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Market rate$88,875US market range (per year)$80k–$105k0$115.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. D2L explicitly lists an annualized USD base-salary range of $80,000–$97,750, with a midpoint of $88,875 per year. A reasonable estimated US market range for a Customer Success Manager serving higher-education clients is approximately $80,000–$105,000 annually; variable incentive and equity may be available separately. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer success management](https://jobicy.com/jobs?search_keywords=Customer%20success%20management.md)[Account management](https://jobicy.com/jobs?search_keywords=Account%20management.md)[Customer retention](https://jobicy.com/jobs?search_keywords=Customer%20retention.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Product adoption](https://jobicy.com/jobs?search_keywords=Product%20adoption.md)[Executive stakeholder management](https://jobicy.com/jobs?search_keywords=Executive%20stakeholder%20management.md)[Strategic account planning](https://jobicy.com/jobs?search_keywords=Strategic%20account%20planning.md)[Business reviews](https://jobicy.com/jobs?search_keywords=Business%20reviews.md)[Learning management systems](https://jobicy.com/jobs?search_keywords=Learning%20management%20systems.md)[Higher education](https://jobicy.com/jobs?search_keywords=Higher%20education.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md)[Data analysis](https://jobicy.com/jobs?search_keywords=Data%20analysis.md)[Renewal support](https://jobicy.com/jobs?search_keywords=Renewal%20support.md)[Consultative relationship management](https://jobicy.com/jobs?search_keywords=Consultative%20relationship%20management.md)[Risk management](https://jobicy.com/jobs?search_keywords=Risk%20management.md) Sample interview questionsHow would you create a customer success plan for a new higher-education institution using Brightspace?I would begin with discovery sessions involving executive sponsors, administrators, faculty leaders, and technical stakeholders. I would document their desired learner and institutional outcomes, establish measurable adoption and success metrics, identify risks and owners, and build a phased plan with recurring review points. Describe how you would respond when adoption is low among faculty users at a strategic account. I would first review usage data and gather qualitative feedback to identify whether the barriers are training, workflow, technical, or change-management related. I would then align a targeted remediation plan with customer leaders, such as role-based enablement, champion programs, office hours, and measurable adoption milestones, and report progress in regular business reviews. How do you build credibility with senior customer stakeholders? I prepare by understanding the institution's strategic priorities, current challenges, and measurable objectives. In conversations, I focus on outcomes rather than features, communicate clearly about risks and progress, follow through on commitments, and bring the right subject-matter experts when needed. How would you manage a retention risk during a renewal period? I would surface the risk early, validate the customer's concerns and decision criteria, and create a joint retention plan with clear actions, owners, timelines, and success measures. I would coordinate closely with the sales executive and internal teams, provide transparent executive updates, and demonstrate progress toward the outcomes that matter to the customer. How do you prioritize competing requests across several strategic customers? I prioritize based on customer impact, renewal and retention risk, urgency, contractual commitments, and alignment with agreed success plans. I communicate priorities transparently, delegate or engage internal specialists where appropriate, and maintain regular follow-up so customers understand the status and next steps. Opportunity details ## About this role. 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. Job Summary: As Customer Success Manager, you will be the primary owner of the business relationship with our North American Higher Education customers and drive their success as defined by them. You will establish productive and trusted relationships with Higher Education institutions and ensure customer satisfaction and retention by driving customer adoption, stakeholder value and advocate the full use of D2L’s Brightspace Learning Management System (LMS). How Will I Make an Impact: * Manage key strategic D2L customers, with a focus on developing strong, referenceable relationships * Develop and manage a Customer Success Plan with the customer that articulates customer success goals, customer success measurement criteria, obstacles and risks * Develop and manage a Customer Retention Plan that articulates the drivers of customer and product retention and associated risks * Assist customer with key internal projects driving the value of Brightspace in their environment * Ensure cross team customer collaboration * Report against customer success criteria and manage initiatives to meet them * Oversee execution of remediation items for the Customer Success Plan and Customer Retention Plan, and communicate the progress internally and externally * Drive product adoption by setting adoption and usage targets with the customer that support their customer success goals * Supports Client Sales Executive during renewal process * Develop and manage an engagement model with the customer that expands and manages all key relationships within the customer and D2L * Coordinate and conduct regularly scheduled business reviews with the customer leadership and administration teams * Serve as key stakeholder during Implementation phase and facilitate transition out of implementation to support * Develop a consultative relationship with each customer and work in conjunction with other D2L teams and SMEs to provide solution planning and execution * Educate clients on support channels, self-service tools, release processes, and other resources to drive operational self-sufficiency What you’ll bring to the role: * 3+ years experience in Customer Success, Account Management or related roles * Ability to build strong relationships and quickly establish credibility and rapport with senior level and C-suite executives * Experience establishing joint strategic goals with customers and measuring progress and outcomes * Ability to collaborate cross-functionally across multiple internal and external teams * High energy level, demonstrated drive to succeed, and a sense of urgency * Excellent communication and analytical skills * Experience within a fast paced, growth organization is ideal * Experience working in education technology or knowledge of business drivers for Higher Education is plus * Ability to travel approximately 30% of the time to customer locations * Bachelor’s degree required and/or equivalent experience This position is to fill an existing vacancy The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more. Base Salary Range $80,000—$97,750 USD 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](https://www.d2l.com/careers/blog/): * 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. 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