VP, Customer Success

Summary

Join D2L's Talent Acquisition team as VP, Customer Success and lead the Global Customer Success organization. You will be responsible for driving adoption and value realization of Brightspace, fostering strong customer relationships, and developing a cohesive customer communication plan. This leadership role requires setting the strategy and prioritizing Objectives and Key Results (OKRs), hiring, training, and developing a high-performing team. You will also partner with D2L Leadership to define and drive the overall customer journey and design a customer feedback strategy. Accountability includes customer retention, pipeline growth targets, and influencing the future lifetime value of Brightspace. The role involves managing a team, providing coaching and development opportunities, and collaborating across functional teams.

Requirements

• 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
• This position may require up to 30% travel varying by seasonality and business need
• 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

Responsibilities

• 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
• 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

Preferred Qualifications

• Experience within a growth-oriented SaaS companies is ideal and with Customer Success technology is an asset ( ie: Gainsight, Churn Zero)
• Bachelor’s degree recommended (technical, business or education-related is ideal)

Benefits

• Wellness Subsidy
• Equity Grants
• Variable Incentive
• 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