Docebo is hiring a Customer Success Manager to create a positive customer experience leading to renewal and long-term satisfaction. You’ll understand customer business goals and help meet them by refining their use of our platform with curiosity, empathy, and innovative thinking. This role guides customers consultatively and collaborates with internal teams to increase satisfaction and loyalty.

What You'll Do

Own customer retention by reducing churn, increasing adoption, and improving satisfaction.
Identify and mitigate risk early to ensure ongoing customer satisfaction.
Educate and inspire customers with best practices, success examples, and innovative solutions.
Demonstrate empathy and be a trusted advisor and advocate for customers.
Master and describe the product to prospects, addressing questions promptly.
Prepare and deliver technical presentations explaining products to prospective customers.
Plan and configure products to meet presentation needs and deliver product demonstrations.
Assist the customer in creating and monitoring success KPIs throughout the customer journey.
Create customer champions willing to participate in Docebo Marketing initiatives.
Collaborate with internal teams (marketing, sales, product, professional services, support) to provide high quality Customer Experience.
Recognise up-sell opportunities based on customer needs and work with the Account Management team to expand usage.

What We're Looking For

Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.
Prior experience managing a renewable book of business for a software-as-a-service company.
Strong communication skills and rapport building, while leveraging technology to interact with customers remotely.
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 an upbeat pace and a positive mindset.
Knowledge of latest trends & technology in L&D space and how to apply into the customer journey.
Consultant approach to use logic, analysis, experience, and advanced methods to make sound decisions and find innovative solutions.
Ability to analyse data and use it to drive conversations and objectives.
Customer focus to add value to customers and exceed their expectations giving excellent service.
Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers.

Nice to Have

Proficiency of HR / LMS technologies is desired.
Knowledge in CRMs Salesforce preferred.

Technical Stack

HTML, CSS, Javascript, SSO, CRM, ERP, HRIS, Salesforce

Team & Environment

Collaborates with internal stakeholders such as 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 birthday off.
Family leave coverage.
Access to 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 internal swag store.

Work Mode

This is a global role open to candidates in North America, EMEA, APAC.

Docebo is an Equal Employment Opportunity employer committed to diversity and inclusion. All qualified applicants and employees will receive consideration for employment regardless of race, colour, religion, sex, national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.