Customer Success Specialist – Higher Education

Job Summary

As a Customer Success Specialist, you play a critical role in driving scalable customer engagement and adoption outcomes across a broad book of business.

Rather than focusing primarily on individual account delivery, this role is responsible for designing, executing, and continuously improving repeatable adoption frameworks, programs, and risk mitigation plays that can be leveraged across customer segments or verticals.

Leveraging strong knowledge of education technology, change management, and customer health drivers, you analyze trends across your book of business to anticipate needs, reduce risk, and improve engagement at scale.

Success in this role is measured by the effectiveness, reach, and sustainability of adoption and enablement programs, as well as their impact on customer outcomes, retention, and long-term platform value.

• How You Will Make an Impact
• Analyze customer health and adoption data across an entire book of business to identify trends, risks, and opportunities for scalable interventions.
• Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays that can be 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) that 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 improvement beyond individual customers.
• Maintain awareness of platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies over time.
• Assess the downstream impact of adoption initiatives, considering not only immediate effectiveness but scalability, reusability, and long‑term value across the customer base.

What You Bring to the Role

• Scalable Adoption Strategy: Ability to design and execute adoption and enablement programs intended for broad, repeatable use across many customers.
• Data Analysis & Pattern Recognition: Skilled at identifying trends, drivers, and risks across large customer populations and translating insights into action.
• Change Management & Enablement: Applies change principles at scale to influence adoption behavior across organizations and segments.
• Systems Thinking: Considers the long‑term and cross‑customer impact of programs, tools, and processes, beyond single customer effectiveness.
• Communication & Facilitation: Strong ability to create clear, engaging content and deliver one‑to‑many experiences to varied audiences.
• Cross‑Functional Collaboration: Partners effectively with internal teams to align scalable customer success efforts and share systemic insights.
• Suggested Qualifications / Experience
• Bachelor’s degree in education or 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.
• Salary
• Base Salary Range: $67,000—$79,000 CAD

Benefits

• Impactful work transforming the way the world learns.
• Flexible work arrangements.
• Learning and growth opportunities.
• Tuition reimbursement of up to $4,000 CAD for continuing education through the Skills Wave Program.
• 2 paid days off for Skills Wave‑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 office spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.

At D2L, we are committed to creating a diverse and inclusive environment.

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