Senior Customer Success Manager (Higher Education)

D2L•Towson, MD

About The Position

Every day, our software is used by millions of people around the world, and we are looking for individuals who share in our excitement and passion for transforming the way the world learns. At D2L, we believe that learning should be accessible and engaging. Our goal is to create easy, flexible, and smart software that ignites the desire to learn in everyone. To do this, we need to give talented, enthusiastic, and passionate people opportunities to create, develop, and collaborate on projects that revolutionize the learning environment. As a Senior 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 will I make an impact? 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.

Requirements

5+ years in Customer Success, Account Management, Consulting, or Program Management in SaaS.
Bachelor’s degree in business, Education, Learning & Development, Information Systems, or a related field; or equivalent practical experience.
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.

Responsibilities

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.