Customer Success Manager helping gyms and fitness businesses improve operations with FLiiP’s SaaS platform. Driving onboarding, retention, expansion, and product adoption.
About the role
- Customer Success Manager leading teams that drive adoption, loyalty, and retention for D2L’s Brightspace learning platform. Coaching staff and managing strategic higher-education customer relationships.
Responsibilities
- Coach, lead, and develop team members by setting strategy and prioritizing Objectives and Key Results (OKRs)
- Hire, train, and continuously develop a high-performing team
- Align Customer Success activities to growth initiatives and revenue goals that drive adoption, loyalty, and retention of Brightspace
- Develop risk management and mitigation initiatives
- Develop account planning and document engagement activities
- Support team members in identifying risks to revenue retention and aligning programmatic interventions to mitigate those risks
- Develop and foster executive-level relationships with key accounts
- Foster a culture of customer empathy, partnership, and continuous value creation
- Support Account Management teams in identifying cross-sell and upsell opportunities
- Advance initiatives to build long-term customer advocacy
- Manage a team of D2Lers and champion a high-performing culture
- Set clear objectives and performance expectations aligned with D2L’s mission
- Coach, provide regular feedback, and provide career path and development opportunities
- Collaborate through cross-functional teams to accomplish corporate and team goals
- Support vision, planning, and defining team objectives, and lead execution
- Support coaching and professional development opportunities to maintain domain expertise
- Drive productivity and efficiency, and hold the team accountable for high-quality outcomes
- Interview, hire, onboard, coach, and mentor new team members
- Produce and participate in knowledge sharing and professional development initiatives
Requirements
- 5+ years’ experience in a Customer Success (or equivalent) role, with experience leading teams in the adoption of educational technology
- Experience hiring, onboarding, managing, and developing high-performing teams while still contributing to the team’s deliverables
- Extensive knowledge and experience in educational technology, with a focus on supporting scaled growth and adoption initiatives
- Previous experience and focus on customer advocacy, risk management, retention and adoption programs
- 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
- Ability to anticipate and adapt to shifting priorities in a fast-paced and rapidly growing organization
- Experience within a growth-oriented SaaS companies is ideal
- Strong analytical and problem-solving skills
- Minimum Bachelor’s degree in Education, Business, or related industry or field
- At least 5 years’ experience in related industry
Benefits
- Wellness Subsidy
- Equity Grants
- Variable Incentive
- Flexible work arrangements
- Learning and Growth opportunities
- Tuition reimbursement of up to $4,000 CAD for continuing education through our SkillsWave Program
- 2 Paid Days off for SkillsWave-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 Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices
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