VP, Customer Success

VP, Customer Success at D2L

D2L is a cloud company modernizing education and building the Future of Work. The role leads the Global Customer Success organization, ensuring exceptional product adoption and value realization for customers worldwide.

Major Responsibilities

• Lead, expand, and coach the Global Customer Success teams, prioritizing OKRs focused on product adoption, satisfaction, and customer value realization.
• Develop frameworks and playbooks for CSMs to identify usage gaps, run adoption initiatives, and deliver enablement on new features.
• Ensure CSMs conduct ongoing health checks and provide expert guidance to end users and administrators to reduce risk and increase value.
• Create and manage customer communication plans that focus on engagement and adoption, partnering with Account Managers and Directors for executive alignment and QBRs.
• Serve as the link between the customer, Sales, Product,...