Customer Success Manager

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.

As a 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 you will 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.

What you bring to the role :

• 3+ years of experience in a similar role.
• Excellent written and verbal proficiency in Dutch and English.
• Prior experience in Ed-Tech or interest in Ed-tech would be an asset.
• Demonstrates expertise in product and platform adoption, leverages technical knowledge and implementation experience to guide customers and administrators toward outcome-driven utilization (SaaS experience would be an asset).
• Hands-on experience with AI tools or a strong interest in experimenting with emerging AI technologies.
• 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.
• Ability to travel up to 20% locally and occasional visits to regional offices globally (if required).

This role is Remote, based out of The Netherlands.