Program Manager, Customer Success

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 20 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 Customer Success Program Manager’s mission will be to improve and drive the effectiveness and efficiency of our Customer Success team. You will report to the Director of Customer Success & Strategy and will be their trusted partner in defining customer success objectives, strategy, and tactics, and in implementing processes that scale. The Customer Success Program Manager provides support and guidance to the Customer Success teams, helping them to effectively leverage the appropriate reporting tools and processes. The Programs Manager, Customer Success, in conjunction with supporting internal teams, will guide and administer the use of technology (CS Platform, CRM, BI tools) to support the CS business operations. Through regular reviews of available data this role will provide the CSM leadership team with insight into data that will help drive business decisions. This role will also assist in providing key metrics for objective and leading indicators or adoption, risk and churn. Experience with implementing and managing a customer success platform will be an asset 

Major Responsibilities (How Will I Make an Impact?):

• Act as a business partner for the Customer Success teams providing data, insights and analysis into programs/reporting on retention, adoption, risk and customer health and opportunities. 
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