Docebo is looking for a Customer Success Manager to create a positive experience for our enterprise customers, driving renewal and long-term satisfaction. In this role, you will take a consultative approach to guide customers to optimal solutions that meet their business needs within their specific industry context.
What You'll Do
- Own customer retention by reducing churn, increasing adoption, and improving satisfaction.
- Identify and mitigate risk early to ensure ongoing customer success.
- Educate and inspire customers with best practices, success examples, and innovative solutions.
- Act as a trusted advisor and advocate, demonstrating empathy for customers.
- Master and describe our product, preparing and delivering technical presentations and demonstrations.
- Assist customers in creating and monitoring success KPIs throughout their journey.
- Create customer champions willing to participate in marketing initiatives.
- Collaborate with internal teams (marketing, sales, product, professional services, and support) to provide a high-quality customer experience.
- Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand Docebo usage.
What We're Looking For
- 5-9 years of experience in a related field.
- Bachelor's degree or equivalent experience.
- Prior experience managing a renewable book of business for a SaaS company.
- Previous experience with LMS administration and Instructional Design principles.
- Strong communication and rapport-building skills for remote customer interaction.
- Understanding of HTML, CSS, and Javascript.
- Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP, or HRIS.
- Ability to share technical knowledge while maintaining a positive, upbeat pace.
- Knowledge of latest trends & technology in the L&D space and how to apply them to the customer journey.
- A consultant approach using logic, analysis, and experience to make timely decisions and find innovative solutions.
- Ability to analyze data and use it to drive conversations and objectives.
- A customer-focused mindset to add value and exceed expectations.
- Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers.
Nice to Have
- Previous experience as a Customer Success Specialist, Customer Success Manager, Customer Experience Manager, or business consultant.
- Proficiency with HR or LMS technologies.
- Knowledge of CRMs, with Salesforce preferred.
Technical Stack
- HTML, CSS, Javascript
- SSO, CRM, ERP, HRIS
- Salesforce
Team & Environment
You will work with a portfolio of customers and collaborate with all internal stakeholders including sales, product, marketing, and account management.
Benefits & Compensation
- Employee Share Purchase Plan (ESPP) at a 15% discount.
- Access to health benefits.
- Paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off.
- Family coverage offering time with your little one(s).
- Connection with global communities through Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events.
- 4:30 PM Fridays (eligible employees only).
- New-hire swag and access to an internal swag store.
Work Mode
This is a global position.
Docebo is an Equal Employment Opportunity employer committed to diversity and inclusion. All qualified applicants receive consideration regardless of race, colour, religion, sex, national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.
