Customer Success Specialist, K-12 – French Bilingual
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Job Description
Customer Success Specialist driving engagement and adoption for K-12 education using D2L’s platform. Focusing on designing and optimizing scalable customer programs across Canadian school boards.
Responsibilities:
- 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.
Requirements:
- Bilingual proficiency in English and Canadian French (Ontario French preferred), with the ability to deliver webinars and create enablement resources in both languages.
- 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.
- Ability to travel up to 20% for regional conferences and onsite visits with school boards across Canada.
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 our Catch the Wave Program
- 2 Paid Days off for Catch the 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 Offices at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne.
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