Customer Success Manager

Summary

Join Docebo's team as a Customer Success Manager (CSM) and help customers achieve their goals by maximizing the value and adoption of Docebo's Learning Management System (LMS). As a trusted advisor, you will guide customers in leveraging the platform to meet their business objectives, ensuring successful adoption, usage expansion, and renewal. This role requires bridging business strategy and technical expertise, fostering strong relationships with customers and internal teams. The position is a 14-month contract. You will be responsible for managing a portfolio of customers, acting as the primary contact, driving LMS adoption, and ensuring customer retention and growth. You will also collaborate with internal teams and identify upsell opportunities. Docebo offers a hybrid work model and various benefits.

Requirements

• 4+ years of experience in a customer success role
• Fluent in English
• Must have experience managing B2B accounts in the SaaS industry
• Demonstrated ability to help customers achieve business outcomes and drive upsell opportunities
• Strong written and verbal communication skills, with the ability to engage stakeholders virtually
• Ability to thrive under pressure and manage varying work volumes effectively
• Autonomous, with strong time management and organisational skills
• Willingness to travel up to 25% with notice

Responsibilities

• Serve as the Primary Contact: Act as the main advocate for Docebo customers, ensuring their goals and challenges are addressed with effective solutions
• Drive LMS Adoption: Provide best practices, guidance, and consultation to customers on using the Docebo LMS to create impactful learning programs and strategies
• Translate Strategy into Action: Demonstrate expertise in business and learning strategy realisation, helping customers implement and optimise solutions that achieve measurable outcomes
• Master Docebo’s Platform: Become an expert in the Docebo product suite and provide customers with in-depth knowledge on configuration, usage, and expansion opportunities
• Manage Customer Expectations: Set clear expectations about Docebo’s products, services, and resources to align with customer needs and goals
• Handle Escalations: Lead deal-related escalations with the support of management, ensuring resolutions align with customer and business objectives
• Engage Stakeholders: Work with diverse customer personas, including LMS administrators, technical teams, and executives, to align objectives and drive success
• Prioritise Business Requirements: Analyse and prioritise customer requirements to guide their implementation within Docebo’s platform
• Simplify Technical Concepts: Convey technical details in a clear, business-focused manner to stakeholders with varying levels of technical expertise
• Ensure Retention and Growth: Manage account retention and renewal for the customer portfolio, proactively addressing risks to prevent churn and downgrade
• Collaborate Across Teams: Partner with internal teams to deliver a cohesive and seamless customer experience
• Identify Upsell Opportunities: Discover and position upsell and cross-sell opportunities by demonstrating the value of new features or upgrades
• Advocate for Docebo: Leverage customer success stories to secure referrals, case studies, and positive reviews through advocacy programs
• Contribute to Team Growth: Actively participate in the development of strategies and initiatives to scale and enhance the quality of Customer Success services

Preferred Qualifications

Knowledge of HR tech or LMS technologies is preferred

Benefits

• Generous Vacation Policy, plus extra floating holidays to use for religious or cultural events that matter to you
• Employee Share Purchase Plan
• Career progression/internal mobility opportunities
• Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)
• WeWork partnership and “Work from Anywhere” program