Job description
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.
A member of our Talent Acquisition team reviews ALL of our applications - yes a real person reviews resumes! They are excited to read more about what amazing things you could add to D2L.
The VP, Customer Success is responsible for leading the direction and vision for the Global Customer Success organization. Leading business relationships between D2L and the customer, this role aims to drive adoption and value realization of Brightspace with our customers. Working across all markets and geographies that we serve; this leadership role will help the Customer Success organization continue to achieve and grow our industry leading customer retention and growth outcomes.
Major Responsibilities (How Will I Make an Impact?):
- Leading, expanding, and coaching the Global Customer Success teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a high performing team
- Responsible for all of D2L’s customers with a focus on developing strong, relationships and Brightspace promoters
- Develop and manage a Customer Success Plan framework that articulates customer success goals, measurement criteria, obstacles, and risks
- Create and identify a cohesive customer communication plan that covers executive alignment, QBR focus as well as additional touch points to ensure customers are successful with D2L
- Serve as the vital link between the customer, Sales, Product, Support and Engineering; Create meaningful dialogue across executive leadership within these functions and increase communication of customer feedback to Product & Engineering teams.
- Be an active participant and equal partner within the organization
- Partnering with D2L Leadership to define and drive the overall customer journey.
- Design and execute a customer feedback strategy across various listening channels so that D2L evolves customer engagement, addresses risk and translates feedback into customer retention strategies
- Establish leadership, both within the customer success organization and across executive leadership, making the team a valued and championed organization within D2L
- Accountable for customer retention and pipeline growth targets
- Responsible for influencing future lifetime value of Brightspace through higher product adoption, customer satisfaction and promoter measures and overall client health scores
People Leadership and Performance
- Manage a team of D2Lers and champion a high-performing culture.
- Connect your team’s day-to-day accountabilities to D2L’s mission by setting clear objectives and performance expectations with your team members.
- Coach, provide regular feedback, provide career path and development or growth opportunities, and create a collaborative and open environment.
- Collaborate through cross-functional teams to accomplish established corporate and team goals and effectively manage relationships with other D2L teams
- Responsible for supporting vision, planning and defining team objectives, and leading execution of objectives
- Work with your peers and leaders to drive productivity, efficiency, and hold the team accountable for high-quality outcomes
- Play a key role in interviewing, hiring, and onboarding new team members. Provide expertise and coaching/mentorship to the team members.
- Produce and actively participate in knowledge sharing as well as professional development initiatives
Competencies (What you’ll bring to the role):
10+ years’ experience in a Customer Success (or equivalent) leadership role; leading teams managing client portfolios of varying sizes across multiple markets and geographies.
- Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team’s deliverables
Previous experience designing and overseeing the customer journey for establishing strategic outcomes and measurements within a diverse group of clients
Ability to effectively communicate to stakeholders at all levels of the organization – with excellent written, oral, and presentation skills
Ability to quickly establish rapport with all levels of personnel up to and including C-Suite executives
Model high energy level, demonstrated drive to succeed, with a sense of urgency
Strong experience collaborating with cross-functional, multidisciplinary teams
Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
Acumen with Artificial Intelligence tools
Experience within a growth-oriented SaaS companies is ideal and with Customer Success technology is an asset ( ie: Gainsight, Churn Zero)
This position may require up to 30% travel varying by seasonality and business need
D2L Leadership Competencies
- Leads by Example with personal and professional integrity, high accountability and say/do ratio
- Boundaryless collaboration and influence skills both within team, peer group and broader organization. Effective communicator with a proven track record of
- Delivers Awesome Outcomes: Strategic mindset and business acumen, with strong prioritization skills and a focus on organizational outcomes vs. team tasks. Effective problem solver, able to achieve results individually and through others, in fast paced, deadline-driven environments.
- Talent Magnet: Talent-focused leader, with demonstrated ability to coach, build and lead a high performing, diverse team.
- Better, Smarter, Faster: An agile learner, with a growth mindset, attention to detail and organizational skills. An operationally minded leader, with a focus on continuous improvement and innovation.
- Wins Hearts and Minds: An effective communicator, with the ability to connect the why and the what. A change agent, with proven delegation, motivation, and team building skills
Education Recommendations:
Bachelor’s degree recommended (technical, business or education-related is ideal)
NOTE: While we encourage applicants from varied backgrounds, candidates who do not have leadership experience in Customer Success will not be considered for this role. Thank you for your understanding.
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
$200,000—$250,000 CAD
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 Catch the Wave Program
- 2 Paid Days off for Catch the Wave 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 at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
