Customer Success Specialist, Higher Education

Who We Are

D2L is a cloud company dedicated to modernizing education and building the Future of Work. We are at the center of a historic transformation in teaching and learning, enabling personalized, student-centric experiences that improve retention, engagement, satisfaction, and results for learners of all ages across schools, campuses, and companies. For 25 years, D2L has been driven by a singular mission: to transform the way the world learns and, by doing so, improve human potential globally. We offer a robust and innovative learning environment that is easy, flexible, and smart.

Note: D2L's Talent Acquisition team personally reviews every application. While AI tools streamline internal tasks, they do not rank resumes or influence hiring decisions.

Job Summary

As a Customer Success Specialist, you will play a critical role in driving scalable customer engagement and adoption outcomes across a broad book of business. This role focuses on designing, executing, and continuously improving repeatable adoption frameworks, programs, and risk mitigation strategies that can be leveraged across various customer segments or verticals, rather than solely on individual account delivery. By applying your knowledge of education technology, change management, and customer health drivers, you will analyze trends within your portfolio to anticipate needs, reduce risk, and enhance engagement at scale. Success is 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.

How You Will Make an Impact

• 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 with customer segments or verticals, ensuring consistency and impact.
• Deliver enablement content and experiences (webinars, guides, workshops, campaigns) that support adoption at scale.
• Monitor and guide customer journey activities via automation, with targeted direct intervention when needed.
• Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights, and influence improvements beyond individual customers.
• Stay informed about platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies.
• Assess the downstream impact of adoption initiatives, focusing on 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 for broad, repeatable use across multiple customers.
• Data Analysis & Pattern Recognition: Skilled in identifying trends, drivers, and risks across large customer populations and translating insights into actionable strategies.
• 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.
• Communication & Facilitation: Strong ability to create clear, engaging content and deliver one-to-many experiences to diverse audiences.
• Cross-Functional Collaboration: Effectively partners with internal teams to align scalable customer success efforts and share systemic insights.

Suggested Qualifications/Experience

• 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.

This position is to fill an existing vacancy.

Compensation & Benefits

• Base Salary Range: $67,000—$79,000 CAD annually. The final salary will be determined by the candidate's relevant knowledge, skills, education, training, and experience, ensuring internal and external competitiveness.
• Additional Benefits: May include Wellness Subsidy, Equity Grants, Variable Incentive, and more.

Why We're Awesome

• Impactful work transforming the way the world learns.
• Flexible work arrangements.
• Learning and Growth opportunities.
• Tuition reimbursement (up to $4,000 CAD) through our SkillsWave Program.
• 2 Paid Days off for SkillsWave-related activities.
• Employee wellbeing resources (mental health services, EFAP program, financial planning).
• 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 (HQ in Kitchener, Winnipeg, Vancouver, and Melbourne).