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 analyzing customer health, churn, and engagement metrics to improve retention and growth. Collaborating with support, product, and engineering teams on customer outcomes.
Responsibilities
- Monitor and analyze customer health scores, usage data, renewal metrics, and engagement trends
- Develop dashboards and reports to track customer success KPIs
- Identify at-risk customers and provide recommendations for proactive intervention
- Analyze churn, retention, and expansion opportunities
- Serve as a point of contact for customer inquiries, product questions, and escalations
- Monitor and analyze support ticket trends to identify recurring customer issues and opportunities for process improvement
- Collaborate with Technical Support, Product, and Engineering teams to ensure timely resolution of customer concerns
- Track support SLAs and customer response times to maintain high service standards
- Assist in managing escalated customer cases and provide proactive communication throughout the resolution process
- Document customer-reported issues, feedback, and feature requests to support product enhancements
- Conduct root-cause analysis of support cases and recommend preventative measures
- Partner with Customer Success Managers (CSMs) to optimize customer lifecycle management
- Support onboarding, adoption, renewal, and customer advocacy initiatives
- Track customer engagement and product utilization
- Assist in developing customer success strategies based on data-driven insights
- Communicate customer needs and trends to internal stakeholders
- Support process improvement initiatives that enhance operational efficiency and customer experience
Requirements
- Degree in computer science or business management and related fields
- 5+ years of BA experience
- Familiar with Agile methodology, ASAP methodology and Design Thinking
- Having excellent problem-solving skills to identify improvement opportunities and suggest product road maps
- Ability to work as an individual contributor as well as a team player
- Requires cross platform integration knowledge
- Experience with SAP technologies is a plus
- Experience with full life-cycle implementations
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