Customer Success Specialist, Higher Education

Customer Success Specialist, Higher Education (Remote)

D2L is a cloud company transforming education and shaping the Future of Work. We are at the forefront of a fundamental shift in teaching and learning, enabling personalized, student-centric experiences that improve engagement, satisfaction, and outcomes for learners of all ages.

About the Role

As a Customer Success Specialist, you will play a crucial role in driving scalable customer engagement and adoption across a broad portfolio of clients. This position focuses on designing, implementing, and refining repeatable adoption frameworks, programs, and risk mitigation strategies that can be applied across various customer segments and verticals. By leveraging your expertise in education technology, change management, and customer health drivers, you will analyze trends to anticipate needs, mitigate risks, and enhance engagement at scale. Success will be measured by the effectiveness, reach, and sustainability of your adoption and enablement programs, and their impact on customer outcomes, retention, and long-term platform value.

Key Responsibilities

• Analyze customer health and adoption data across your book of business to identify trends, risks, and opportunities for scalable interventions.
• Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays delivered through one-to-many and automated approaches.
• Develop and maintain scalable adoption playbooks aligned to customer segments or verticals, ensuring consistency and impact across diverse customer populations.
• Deliver enablement content and experiences (e.g., webinars, guides, workshops, campaigns) to support adoption at scale.
• Monitor and guide customer journey activities through automation, with targeted direct intervention when necessary.
• Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights, and influence improvements beyond individual customers.
• Maintain awareness of platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies.
• Assess the downstream impact of adoption initiatives, considering scalability, reusability, and long-term value across the customer base.

Requirements

• Proven ability to design and execute scalable adoption and enablement programs for broad, repeatable use.
• Skilled in data analysis and pattern recognition to identify trends, drivers, and risks across large customer populations and translate insights into action.
• Experience applying change management principles at scale to influence adoption behavior.
• A systems thinking approach, considering the long-term and cross-customer impact of programs, tools, and processes.
• Strong communication and facilitation skills to create clear, engaging content and deliver one-to-many experiences.
• Ability to collaborate effectively with cross-functional teams to align scalable customer success efforts and share insights.
• Bachelor’s degree in education or a related field (or equivalent experience).
• 2+ years in customer success, change management, or education-related roles.
• Experience in academic institutions or education technology is an asset.
• Proficiency with Microsoft Office Suite, Salesforce, and Brightspace.
• High energy, adaptability, and ability to thrive in a fast-paced environment.

What We Offer

• Impactful work transforming the way the world learns.
• Flexible work arrangements (Remote).
• 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.
• Employee wellbeing programs (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.

Base Salary Range: $67,000—$79,000 CAD annually.

D2L is committed to creating a diverse and inclusive environment. We strongly encourage you to apply even if you don't meet every single qualification outlined, as we are dedicated to helping our people grow and develop.