Customer Success Specialist, Higher Education

D2L•Kitchener, ON

2h•CA$67,000 - CA$79,000•Hybrid

About The Position

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 Specialist, you play a critical role in driving scalable customer engagement and adoption outcomes across a broad book of business. Rather than focusing primarily on individual account delivery, this role is responsible for designing, executing, and continuously improving repeatable adoption frameworks, programs, and risk mitigation plays that can be leveraged across customer segments or verticals. Leveraging strong knowledge of education technology, change management, and customer health drivers, you analyze trends across your book of business to anticipate needs, reduce risk, and improve engagement at scale. Success in this role is measured by the effectiveness, reach, and sustainability of adoption and enablement programs, as well as their impact on customer outcomes, retention, and long-term platform value.

Requirements

Scalable Adoption Strategy: Ability to design and execute adoption and enablement programs intended for broad, repeatable use across many customers.
Data Analysis & Pattern Recognition: Skilled at identifying trends, drivers, and risks across large customer populations and translating insights into action.
Change Management & Enablement: Applies change principles at scale to influence adoption behavior across organizations and segments.
Systems Thinking: Considers the long-term and cross-customer impact of programs, tools, and processes, beyond single customer effectiveness.
Communication & Facilitation: Strong ability to create clear, engaging content and deliver one-tom-any experiences to varied audiences.
Cross-Functional Collaboration: Partners effectively with internal teams to align scalable customer success efforts and share systemic insights.

Nice To Haves

Bachelor’s 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.

Responsibilities

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

Benefits

Wellness Subsidy
Equity Grants
Variable Incentive
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