Customer Success Specialist, Higher Education

<div class="content-intro"><p>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.&nbsp;</p> <p>New models of teaching and learning enable a personalized, student-centric experience – and deliver&nbsp;improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.</p> <p>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.&nbsp;No other company provides a solution as robust and innovative as D2L.</p> <p>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.</p> <hr> <p>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.</p></div><p><strong><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">Job Summary:</span></span></strong></p> <p><span data-contrast="auto">As a Customer Success Specialist, you play a critical role in driving scalable customer&nbsp;engagement and&nbsp;adoption outcomes across a broad book of business. Rather than focusing primarily on individual account delivery, this role&nbsp;is responsible for&nbsp;designing, executing, and continuously improving repeatable adoption frameworks, programs, and risk mitigation plays that can be&nbsp;leveraged&nbsp;across customer segments or verticals.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-contrast="auto">Leveraging strong knowledge of education technology, change management, and customer health drivers, you analyze trends across your book of business to&nbsp;anticipate&nbsp;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.</span><span data-ccp-props="{}">&nbsp;</span></p> <p><span data-ccp-props="{&quot;335559685&quot;:360,&quot;335559991&quot;:360}"><strong>How you will make an impact:</strong></span></p> <ul> <li>Analyze customer health and adoption data across an entire book of business to identify trends,&nbsp;risks, and opportunities for scalable interventions.</li> <li>Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays&nbsp;that can be delivered through one-to-many and automated approaches.</li> <li>Develop and maintain scalable adoption playbooks aligned to customer segments or verticals,&nbsp;ensuring consistency and impact across diverse customer populations.</li> <li>Deliver enablement content and experiences (e.g., webinars, guides, workshops, campaigns) that&nbsp;support adoption at scale.</li> <li>Monitor and guide customer journey activities through automation, with targeted direct&nbsp;intervention when necessary.</li> <li>Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights,&nbsp;and influence improvement beyond individual customers.</li> <li>Maintain awareness of platform enhancements, customer behavior patterns, and industry best&nbsp;practices to evolve adoption strategies over time.</li> <li>Assess the downstream impact of adoption initiatives, considering not only immediate&nbsp;effectiveness but scalability, reusability, and long-term value across the customer base.</li> </ul> <p>&nbsp;</p> <p><strong><span data-contrast="auto"><span data-ccp-parastyle="List Bullet">What you bring to the role :</span></span></strong></p> <ul> <li><strong><span data-contrast="auto">Scalable Adoption Strategy:</span></strong><span data-contrast="auto">&nbsp;Ability to design and execute adoption and enablement programs intended for broad, repeatable use across many customers.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> <li><strong><span data-contrast="auto">Data Analysis &amp; Pattern Recognition:</span></strong><span data-contrast="auto">&nbsp;Skilled at&nbsp;identifying&nbsp;trends, drivers, and risks across large customer populations and translating insights into action.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> <li><strong><span data-contrast="auto">Change Management &amp; Enablement:</span></strong><span data-contrast="auto">&nbsp;Applies change principles at scale to influence adoption behavior across organizations and segments.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> <li><strong><span data-contrast="auto">Systems Thinking:</span></strong><span data-contrast="auto">&nbsp;Considers the long-term and cross-customer impact of programs, tools, and processes, beyond single&nbsp;customer effectiveness.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> <li><strong><span data-contrast="auto">Communication &amp; Facilitation:</span></strong><span data-contrast="auto">&nbsp;Strong ability to create clear, engaging content and deliver one-tom-any experiences to varied audiences.&nbsp;</span><span data-ccp-props="{}">&nbsp;</span></li> <li><strong><span data-contrast="auto">Cross-Functional Collaboration:</span></strong><span data-contrast="auto">&nbsp;Partners effectively with internal teams to align scalable customer success efforts and share systemic insights.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <p><strong><span data-contrast="auto">Suggested Qualifications/Experience:</span></strong><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></p> <ul> <li><span data-contrast="auto">Bachelor’s degree in education or related field (or equivalent experience).</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li> <li><span data-contrast="auto">2+ years in customer success, change management, or education-related roles.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li> <li><span data-contrast="auto">Experience in academic institutions or education technology is an asset.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li> <li><span data-contrast="auto">Proficiency&nbsp;with Microsoft Office Suite, Salesforce, and Brightspace.</span><span data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li> <li><span data-contrast="auto">High energy, adaptability, and ability to thrive in a fast-paced environment.</span><span data-ccp-props="{}">&nbsp;</span></li> </ul> <hr> <p>This position is to fill an existing vacancy</p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p>The expected base salary range for a new hire in this role is listed below.&nbsp;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.</p></div><div class="title">Base Salary Range</div><div class="pay-range"><span>$67,000</span><span class="divider">&mdash;</span><span>$79,000 CAD</span></div></div></div><div class="content-conclusion"><p><strong>Don’t meet every single requirement?</strong>&nbsp;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!</p> <p><strong>Why we're awesome:</strong></p> <div style="padding: 56.25% 0 0 0; position: relative;"><iframe style="position: absolute; top: 0; left: 0; width: 100%; height: 100%; border: 0;" src="https://player.vimeo.com/video/906835244?badge=0&amp;autopause=0&amp;player_id=0&amp;app_id=58479"></iframe></div> <hr> <p>&nbsp;</p> <p>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&nbsp;<a href="https://www.d2l.com/careers/blog/" target="_blank">#LifeAtD2L</a>:</p> <ul class="p-rich_text_list p-rich_text_list__bullet" data-stringify-type="unordered-list" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0">Impactful work transforming the way the world learns</li> <li data-stringify-indent="0" data-stringify-border="0">Flexible work arrangements</li> <li data-stringify-indent="0" data-stringify-border="0">Learning and Growth opportunities</li> <li data-stringify-indent="0" data-stringify-border="0">Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program</li> <li data-stringify-indent="0" data-stringify-border="0">2 Paid Days off for SkillsWave-related activities like exams or final assignments</li> <li data-stringify-indent="0" data-stringify-border="0">Employee wellbeing (Access to mental health services, EFAP program, financial planning and more)</li> <li data-stringify-indent="0" data-stringify-border="0">Retirement planning</li> <li data-stringify-indent="0" data-stringify-border="0">2 Paid Volunteer Days</li> <li data-stringify-indent="0" data-stringify-border="0">Competitive Benefits Package</li> <li data-stringify-indent="0" data-stringify-border="0">Home Internet Reimbursements</li> <li data-stringify-indent="0" data-stringify-border="0">Employee Referral Program</li> <li data-stringify-indent="0" data-stringify-border="0">Wellness Reimbursement</li> <li data-stringify-indent="0" data-stringify-border="0">Employee Recognition</li> <li data-stringify-indent="0" data-stringify-border="0">Social Events</li> <li data-stringify-indent="0" data-stringify-border="0">Dog Friendly Offices Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.</li> </ul></div>