D2L is a cloud company that is modernizing education and building the Future of Work. The old models of teaching and learning are in the midst of the largest transformation in history, and D2L is at the heart of that fundamental shift.
New models of teaching and learning enable a personalized, student-centric experience – and deliver improved retention, engagement, satisfaction, and results for learners of all ages – in schools, campuses, and companies.
D2L is disrupting the way the world learns, by providing the next generation learning environment and solutions to engage and inspire learners. And most importantly, by giving customers a platform that is easy, flexible, and smart. No other company provides a solution as robust and innovative as D2L.
D2L has had a singular mission for 25 years and is dedicated to that same mission in the years ahead: to transform the way the world learns – and by doing so, we will help improve human potential globally.
Every application we receive is personally reviewed by a member of our Talent Acquisition team - yes, a real person looks at your resume! While we use AI tools internally to streamline tasks like meeting notes, summaries, and administrative work, these tools never rank resumes, make hiring decisions, or influence candidate evaluations.
Job Summary:
As D2L’s Customer Success Enablement Manager, you will be accountable for the delivery and execution of our global Customer Success Enablement Strategy. You will collaborate with key business functions to assess enablement needs, define and execute enablement programs, and identify opportunities to enhance the effectiveness and impact of the customer success organization.
As an experienced enablement leader, you will oversee onboarding, productivity improvement, learning development, and training across various roles within Customer Success. You bring a strong partnership mindset and collaborate cross-functionally to develop and implement best practices that empower Customer Success teams to drive customer outcomes.
This role will require approximately 25% travel annually, primarily within North America (US & Canada), with potential for international travel.
How You Will Make an Impact:
- Collaborate with subject matter experts to design and deliver competency-based programs that support ongoing skill development across the Customer Success organization (e.g., onboarding, adoption, retention, and expansion strategies)
- Own and evolve the Customer Success onboarding program, continuously improving content delivery and measuring effectiveness across learning, application, and business impact
- Develop and execute readiness programs for new product launches, features, customer programs, and service offerings to ensure Customer Success teams can effectively support customers
- Act as a quality and alignment partner for cross-functional teams by ensuring programs delivered to Customer Success are relevant, actionable, and aligned to customer outcomes
- Facilitate the delivery of weekly, monthly, quarterly, and annual enablement programs and events—virtually and in-person—to enhance the capabilities and productivity of the global Customer Success team
- Identify and expand opportunities to leverage D2L solutions as learning tools to support continuous development within the Customer Success organization
- Use data and analytics to measure enablement adoption, effectiveness, and business impact
- Track and improve key Customer Success performance metrics through enablement, including:
- Time to value
- Customer adoption and engagement
- Customer health and retention
- Success planning and lifecycle execution
- Stay informed on industry trends, competitive landscape, and evolving customer expectations to ensure enablement programs remain relevant and high-impact
- Identify performance gaps and proactively recommend targeted enablement solutions to improve Customer Success outcomes
- Partner with Revenue Operations to define requirements and optimize Customer Success tools, systems, and workflows
- Collaborate with Product, Marketing, and Services teams on key initiatives and internal events (e.g., product launches, company kickoffs, and customer programs)
- Manage enablement content to ensure accuracy, accessibility, and relevance
- Develop and execute communication strategies to effectively engage and inform the global Customer Success team
- Evaluate Customer Success team knowledge across products, services, and best practices, and implement continuous improvement strategies
What You'll Bring to the Role:
- 5+ years of experience driving effective enablement strategies in a fast-paced environment, leveraging technology and modern learning methodologies
- Strong business acumen with the ability to align Customer Success enablement initiatives to overall business goals, including retention, growth, and customer value
- Demonstrated ownership of programs or projects, with strong project management skills (scoping, stakeholder alignment, planning, execution, and measurement)
- Ability to operate with flexibility and agility across multiple priorities in a complex environment
- Excellent verbal and written communication skills, including strong facilitation and presentation abilities
- Proven ability to collaborate and influence effectively across all levels of the organization
- High attention to detail with a passion for learning and continuous improvement
- Proficiency in Microsoft Office tools
- Ability to work both independently and collaboratively
- Experience with virtual learning environments and learning management systems preferred
- Understanding of AI tools and trends as they apply to Customer Success, customer lifecycle management, and go-to-market functions
- Ability to evaluate and recommend AI-powered solutions for enablement, including content creation, onboarding, coaching, customer insights, and training
Education Recommendations:
- Bachelor’s degree in education, business, curriculum design, related field, or equivalent work experience
The expected base salary range for a new hire in this role is listed below. The annualized base salary offered is determined by each candidate’s relevant knowledge, skills, education, training and experience. It is aligned to ensure both internal and external competitiveness using market data for the geographic location and industry. As part of the total compensation at D2L the role may be eligible for additional benefits including a Wellness Subsidy, Equity Grants, Variable Incentive, and more.
Don’t meet every single requirement? We strongly encourage you to still apply! At D2L, we are committed to creating a diverse and inclusive environment. We encourage your application even if you don't believe you meet every single qualification outlined, because we love to help our people grow and develop!
Why we're awesome:
At D2L, we are dedicated to providing you with the tools to do the best work of your life. While some of our perks and benefits may vary depending on location or employment type, we are proud to provide employees with the following through #LifeAtD2L:
- 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 SkillsWave Program
- 2 Paid Days off for SkillsWave-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 Spaces at our HQ in Kitchener, Winnipeg, Vancouver and Melbourne offices.
