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.
About the role
- Customer Success Manager owning renewals, escalations, and business reviews for Marble’s protected-data access products. Retaining law firms, insurers, and clinics across Medchart and Settlit.
Responsibilities
- Own and grow an established book of B2B customers
- Own customer retention and renewals across assigned accounts
- Run customer communications, escalations, and business reviews
- Maintain request turnaround at or above the current standard
- Diagnose stalled requests and involve Operations or the data team when necessary
- Conduct timely business reviews with documented outcomes and next actions
- Keep account owners, renewal dates, risks, and last-contact information accurate
- Create clear plans for inactive or quiet accounts
- Deliver account-by-account handovers when accounts or products change
- Collaborate closely with Operations and Customer Support teams
Requirements
- Experience owning a named B2B customer book with retention or renewal accountability
- Ability to explain a renewal successfully saved
- Hands-on troubleshooting, including support tickets or data exports
- Experience handling sensitive personal or health information under PHIPA, PIPEDA, HIPAA, or equivalent formal privacy regime
- Clear written communication with sophisticated customers
- Ability to manage difficult customer communications without over-promising
- Background check required for successful candidates
- Plum Discovery Survey behavioural assessment required after application
- French is a bonus for Quebec-facing accounts
- Experience with law firms, insurers, or healthcare providers is a bonus
- Familiarity with medical records, claims, or litigation-support workflows is a bonus
- Experience between customers and technical or data teams is a bonus
- HubSpot experience is a bonus
- Experience working across more than one product is a bonus
Benefits
- Highly competitive compensation and benefits
- Variable compensation tied to performance
- Growth and personal development potential
- Opportunity to work closely with company founders and executive leadership
- Collaborative company culture
- Diverse and equal opportunity workplace
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