Docebo seeks a Senior Customer Success Manager, Enterprise to create exceptional customer experiences that drive renewal and long-term loyalty. In this role, you will guide our enterprise customers with a consultative approach, helping them achieve their business goals and maximize the value of our learning platform.
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 stories, and innovative solutions.
- Act as a trusted advisor and advocate, demonstrating empathy for customer needs.
- Master and effectively communicate our product's value to stakeholders.
- Prepare and deliver technical presentations and product demonstrations.
- Assist customers in creating and monitoring success KPIs throughout their journey.
- Develop customer champions for Docebo Marketing initiatives.
- Collaborate with internal teams (sales, product, marketing, services, support) to deliver a high-quality experience.
- Identify up-sell opportunities based on customer needs and partner with Account Management.
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 software-as-a-service company.
- Previous experience with LMS administration and Instructional Design principles.
- Strong communication and rapport-building skills, comfortable with remote customer interactions.
- Understanding of HTML, CSS, and Javascript.
- Strong knowledge of enterprise technologies, including SSO, CRM, ERP, or HRIS.
- Ability to share technical knowledge while maintaining a positive, upbeat pace.
- Knowledge of the latest trends & technology in the L&D space and how to apply them.
- 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 dedicated to exceeding expectations and adding value.
- 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, Manager, Experience Manager, or business consultant.
- Proficiency with HR / LMS technologies.
- Knowledge of Salesforce CRM.
Technical Stack
- HTML, CSS, Javascript
- SSO, CRM, ERP, HRIS
- Salesforce
Team & Environment
You will collaborate with all internal stakeholders, including sales, product, marketing, and account management teams.
Benefits & Compensation
- Employee Share Purchase Plan (ESPP) at a 15% discount.
- Access to comprehensive health benefits.
- Paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off.
- Parental leave coverage.
- Access to Employee Resource Groups (PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events.
- Early Fridays (finish at 4:30 PM for eligible employees).
- New-hire swag and access to an internal swag store.
Work Mode
This is a global role open to candidates in North America, EMEA, and APAC regions.
Docebo is an Equal Employment Opportunity employer committed to diversity and inclusion. All qualified applicants and employees receive consideration for employment regardless of race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.
