Senior Customer Success Manager - job 2 of 2

Hey you! 👋  Want to work for one of the fastest growing SaaS companies in the world? 📈

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. 💙

So what are you waiting for? Apply today! Join 900+ global Docebians and change the way people learn. 

Are you ready to be a part of the learning revolution? 🚀

About This Opportunity:

The Senior Customer Success Manager is responsible for empowering Docebo customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption to ensure value realization and renewal. The role will be working with a portfolio of customers as determined by current business requirements and structure.

• Be the primary contact and advocate for Docebo customers;
• Expert in Learning Management System (LMS) adoption and use case expansion with the ability to provide best practices, guidance, and consultation on proper utilization of an LMS (Docebo) to drive best-in-class learning programs and strategy;
• Demonstrate knowledge of business and learning strategy engineering, realization, and optimization - moving from business outcomes into real-life solutions and their successful implementation;
• Master the Docebo product suite and act as an expert resource for customers on how to configure, leverage, and expand their usage to achieve business outcomes;
• Manage customer expectations of Docebo products, processes, services, and other resources;
• Successfully leads deal-related escalations with the support of their direct manager;
• Work with multiple customer stakeholders and personas including but not limited to LMS administrator/system owner, technical resources, decision makers/executives;
• Understand, analyse and prioritise business and technical requirements in order to guide customers in how to realise/ implement them within Docebo;
• Successfully explain/ convey technical concepts to a non technical, business oriented audience comprised of various stakeholders with different backgrounds;
• Manage account retention and renewal rates for your portfolio of customers, proactively working to avoid downgrade and churn;
• Collaborate with and leverage internal teams and resources to provide an exceptional Docebo experience for customers;
• Support the generation of upsell and expansion opportunities from new product feature adoption and user plan upgrades, through insightful discovery of needs, excellent product demonstration and validation of requirements, and positioning of value;
• Manage a book of business with a growth mindset, demonstrating an understanding of targets, goals, forecasts, and other key business metrics;
• Leverage the success and value that Docebo provides to secure referrals, case studies, and positive reviews through the Docebo advocacy programs;
• Actively contribute to the development of the Customer Success Team strategies/ initiatives/ projects for scale, growth, and increased quality of service.

• Previous experience in a customer success role;
• Experience working with B2B accounts in SaaS industry;
• Proven track record of consistently assisting customers in achieving their desired business outcomes to drive upsell and cross-sell opportunities;
• Strong written and oral (live and virtual) communication skills;
• Able to build relationships and rapport virtually;
• Ability to handle high-pressure situations and varying work volumes;
• Ability to autonomously balance time and effort to achieve goals;
• Strong problem-solving skills;
• Self-driven and collaborative;
• Knowledge of HR / LMS technologies is desired;
• Ability to travel, with notice, up to 25%

Benefits & Perks 😍

-Generous Vacation Policy, plus 2 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

Hybrid Office Model 🏢

We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.

About Docebo 💙

Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.

Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, color, 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.

Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations

(at) docebo.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.