Customer Success Manager, Enterprise

Job description

**Artificial Intelligence. Actual Impact.** At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses. We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the **Docebo Heart**: trust by default, assume positive intent, and create space for different perspectives to thrive. So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops. ## The Adventure Ahead 🚀 As a Customer Success Manager on our Enterprise team, you’ll be the strategic force guiding high-impact, enterprise-level organizations to unlock the full potential of Docebo’s AI-powered LMS platform. Acting as a trusted partner and business strategist, you will bridge the gap between technical expertise and executive vision to drive deep platform adoption, customer retention, and portfolio growth. Your work directly impacts how world-class enterprise teams scale, innovate, and transform learning culture globally. ## The Day-to-Day 📅 - **Champion Enterprise Relationships:** Act as the primary advocate and trusted advisor for Docebo’s enterprise customers, aligning their strategic business goals with tailored LMS solutions. - **Drive Platform Adoption:** Share industry best practices and strategic guidance to empower enterprise clients to build, scale, and maximize impactful learning programs. - **Master Docebo’s Suite:** Build deep product expertise across the platform to consult on advanced configuration, usage, and expansion opportunities. - **Translate Technical to Business:** Translate complex technical details into clear, value-driven business strategies for stakeholders ranging from admins to C-suite executives. - **Protect and Expand Retention:** Proactively manage portfolio retention, anticipate risks to prevent churn, and uncover upsell and cross-sell opportunities to drive account growth. - **Navigate Escalations and Alignment:** Lead strategic account escalations with management support and collaborate with cross-functional internal teams to ensure a seamless client experience. - **Amplify Customer Advocacy:** Partner with successful enterprise accounts to cultivate powerful success stories, case studies, reviews, and network referrals. ## Your Superpowers ⚡ - **Enterprise Customer Success Expertise:** Minimum 5 years of experience in a B2B SaaS Customer Success role managing complex, enterprise account portfolios with a focus on retention and growth. - **Outcome-Driven Strategy:** Proven track record of translating business strategy into actionable platform solutions that achieve measurable business outcomes. - **Strategic Stakeholder Engagement:** Stellar written and verbal communication skills with a talent for building trust and influencing administrators, technical leads, and executive stakeholders virtually. - **Composed & Autonomous:** High level of self-motivation, time management, and organizational skill to thrive under pressure in a fast-paced environment. - **Cross-Functional Collaborator:** Strong team player who excels at leading customer escalations and partnering internally to deliver seamless customer experiences. - **Ready to Travel:** Willingness to travel up to 25% with notice for client visits and events. ## Bonus Points 🎯 - **LMS & HR Tech Savvy:** Prior experience or background with Learning Management Systems (LMS) or HR technology platforms. - **Scaling CS Services:** Active involvement or interest in developing initiatives and strategies to elevate and scale customer success services. ## **Our Hybrid Work Philosophy 🤝** Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it’s a balance designed to help everyone do their best work and keep growing. ## **Our Total Rewards Philosophy** 🎉 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. ## **Our Promise to You** 😍 - **Financial Wellness:** Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package. - **Your Well-Being, Covered:** You’ll get access to health benefits, so you can get the care you need when you need it. - **Rest, Relax, Repeat:** Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off! - **Family First**: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025! - **Connections That Count:** Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long. ## **About Docebo** 💙 At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs ([TSX: DCBO & NASDAQ: DCBO](https://www.docebo.inc/home/default.aspx)), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We're a global company, with office across North America, EMEA, APAC, and beyond. Our team is guided by five core values—**Grow Together Win Together, Build with Our Customer, Clear is Kind, Own Outcomes, Progress Over Perfection**—that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world. Docebo is an [Equal Employment Opportunity employer](https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf). 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 their recruiter directly.