Job Summary:
As a Customer Success Specialist, you are a strategic partner with customers to drive measurable outcomes, operational efficiency, and long-term growth through the effective use of D2L's Brightspace platform. You bring together deep product expertise, industry insight, and consultative capability to design, execute, and manage customer success plans that align platform capabilities with institutional and business goals.
Success in this role is measured by the outcomes customers achieve through effective adoption, the value they realize, and your ability to influence sustained success aligned to their strategic and business objectives.
How you will make an impact:
* A strategic partner with customers to align their objectives with actionable success plans that drive efficiency, growth, and measurable outcomes through Brightspace adoption.
* Design, own, and continuously evolve customer success and adoption plans, ensuring strong alignment between customer goals, industry best practices, and the capabilities of the Brightspace platform.
* Drive value realization by applying knowledge of Brightspace, the education technology landscape, and customer workflows to identify opportunities for optimization, innovation, and improved outcomes.
* Work on targeted adoption initiatives by identifying gaps in product usage and working closely with key customer stakeholders to advance platform maturity and effectiveness.
* Proactively assess customer health, identify risk, and influence corrective actions that increase engagement, reduce churn, and strengthen long-term success.
* Drive customer communication and engagement focused on outcomes and value, while collaborating with Account Managers and Customer Success Manager to influence executive alignment, strategic planning, and QBR discussions.
* Internal alignment by acting as a critical connector between customers and D2L teams (Sales, Product, Support, and Engineering), ensuring customer insights inform roadmap priorities and service improvements.
* Drive a structured customer feedback focus, translating insights into improved engagement, risk mitigation, and retention outcomes.
* Influence customer lifetime value through strong health indicators, customer advocacy, and actionable promoter measures supported by trusted relationships and expert guidance.
* Lead enablement for end users and administrators, supporting customers in moving beyond basic usage toward outcome-driven, scalable platform adoption.
* Maintain strong awareness of product enhancements, industry trends, and best practices to continuously elevate customer conversations and strategic recommendations.
What you bring to the role :
* 2+ years of experience in a similar role.
* Prior experience in Ed-Tech or interest in Ed-tech would be an asset.
* Demonstrates expertise in product and platform adoption, leverages technical knowledge and implementation experience to guide customers and administrators toward outcome-driven utilization (SaaS experience would be an asset).
* Hands-on experience with AI tools or a strong interest in experimenting with emerging AI technologies.
* Adoption Strategy & Execution: Designs and drives adoption strategies that align customer goals to measurable outcomes and long-term value.
* Facilitation & Enablement: Leads effective enablement and facilitation to support change, stakeholder alignment, and platform maturity.
* Customer Health & Analytics: Applies data, health indicators, and insights to proactively manage risk and strengthen customer outcomes.
* Cross-Functional Collaboration: Partners with Account Managers and internal teams to influence alignment and translate customer insight into action.
* Ability to travel up to 20%.
This role is Hybrid, based out of Melbourne