Customer Success Manager

Artificial Intelligence. Actual Impact.

At Docebo, AI isn’t just a buzzword - it’s how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time-saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).

We’re building the future of learning, and we’re doing it with a team that loves to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people - not just in theory - you're in the right place.

Still thinking it over? At Docebo, values aren’t just posters on the wall — they show up in how we work every day. We lead with what we call the Docebo Heart: we trust each other, assume positive intent, and make space for the differences that make our team stronger.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn.

The Customer Success Manager (CSM) is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. Refine & optimize the customer’s  use of the platform by taking advantage of current & new features. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.

The CSM guides Docebo customers to the optimal  solution to meet their business needs in a consultative approach and in the context of the customer’s industry and use case.

This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating… “raving fans”.

Responsibilities:

• Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction.

• Identify and mitigate risk early to ensure ongoing customer satisfaction.

• Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems.

• Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.

• Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology.

• Prepare and deliver technical presentations explaining products or services to prospective customers.

• Plan and configure products to meet presentation needs, as well as deliver on product demonstrations.

• Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey.

• Create customer champions who are willing to participate in Docebo Marketing initiatives.

• Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience.

• Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo.

Requirements:

• 5-9 years of experience in a related field.

• Bachelor degree or equivalent experience.

• Prior experience managing a renewable book of business for a software-as-a-service company.

• Previous experience on LMS administration and Instructional Design principles.

• 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;

• Have a strong ability to share your 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 a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions.

• Ability to analyze data and use it to drive conversations and objectives.

• Customer focus to be able 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.

Preferred Requirements:

• Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.

• Proficiency of HR / LMS technologies is desired.

• Knowledge in CRMs Salesforce preferred.

Our Total Rewards Philosophy 🎉

Recognizing and rewarding the outcomes and behaviours that shape the future of learning.

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

• Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success.

• Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being.

• Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul.
  

Benefits & Perks 😍

• 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)

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, 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.

As a federal contractor, Docebo is committed to the principles of affirmative action and equal employment opportunity for protected veterans and individuals with disabilities. Docebo does not discriminate because of protected veteran status or on the basis of disability, and Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities.

Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to [email protected]. The email should also include the position you’re interested in.