Customer Success Manager (Higher Education)
New
D
D2LEducation technology
Remote - USAFull-TimeManager
SalaryBase Salary Range $80,000 — $97,750 USD
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Job Details
- Experience
- 3+ years experience in Customer Success, Account Management or related roles
- Required Skills
- Analytical SkillsCustomer SuccessAccount ManagementCross-functional collaboration
Requirements
- Have 3+ years of experience in Customer Success, Account Management, or related roles.
- Build strong relationships and quickly establish credibility and rapport with senior-level and C-suite executives.
- Have experience establishing joint strategic goals with customers and measuring progress and outcomes.
- Collaborate cross-functionally across multiple internal and external teams.
- Demonstrate drive to succeed and a sense of urgency.
- Bring excellent communication and analytical skills.
- Be able to travel approximately 30% of the time to customer locations.
- Have a bachelor’s degree or equivalent experience.
- Experience in education technology or knowledge of Higher Education business drivers is a plus.
Responsibilities
- Manage key strategic D2L customers and develop strong, referenceable relationships.
- Develop and manage Customer Success Plans with customer goals, measurement criteria, obstacles, and risks.
- Develop and manage Customer Retention Plans that identify retention drivers and associated risks.
- Assist customers with internal projects that drive the value of Brightspace in their environment.
- Report against customer success criteria and manage initiatives to meet them.
- Oversee remediation items for customer success and retention plans and communicate progress internally and externally.
- Set customer adoption and usage targets that support customer success goals.
- Support Client Sales Executives during renewals.
- Coordinate and conduct regular business reviews with customer leadership and administration teams.
- Serve as a key stakeholder during implementation and facilitate the transition to support.
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