Customer Success Manager

Summary

Join Docebo's team as a Customer Success Manager, Public Sector, and help government clients achieve their goals using Docebo's Learning Management System (LMS). As a trusted advisor, you will guide clients in leveraging the platform to meet their objectives, ensuring successful adoption, usage expansion, and renewal. This role blends business strategy and technical expertise, requiring strong customer relationships and collaboration with internal teams. You will act as the primary contact for clients, drive LMS adoption, translate strategy into action, and master Docebo's platform. Furthermore, you will manage customer expectations, handle escalations, engage stakeholders, prioritize business requirements, and ensure retention and growth. You will also collaborate across teams, identify upsell opportunities, advocate for Docebo, and contribute to team growth.

Requirements

• Typically 4+ years of relevant work experience
• MUST have previous experience working with State and Local Governments
• Minimum of 5 years of experience in a customer success role
• Fluent English (mandatory)
• Proven 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 organizational 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 realization, helping customers implement and optimize 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
• Prioritize Business Requirements: Analyze and prioritize 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

• Experience within Technology Risk Management, Compliance, and Information Security
• Experience with compliance frameworks and federal security standards like FedRAMP, FISMA, NIST SP 800-53, SOC2, ISO 27001, RMF
• Working knowledge of NIST SP 800-53 concerning cloud technologies, architectures, and services
• Experience performing FedRAMP assessments, authorization, and continuous monitoring (ConMon) of cloud service offerings

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