Customer Success Manager, Major

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. Remote Exception: Docebo is a hybrid workplace requiring 3 days a week in our offices. However, due to the niche skill set required for this role, we have opened this role to remote candidates as an exception to our standard policy. THE ADVENTURE AHEAD 🚀 As our next Customer Success Manager (CSM), you will be the ultimate trusted advisor and champion for our clients, unlocking the true power of Docebo’s world-class LMS to transform their organizational learning into a business superpower. You will step into a high-impact, strategic role where you bridge the gap between technical innovation and business strategy, directly influencing customer retention, platform expansion, and long-term satisfaction. By turning complex learning visions into tangible, measurable realities, you will play a pivotal role in shaping how modern global teams grow, adapt, and succeed. THE DAY-TO-DAY 🗓️ - Champion the Customer: Act as the primary advocate and trusted advisor for your Docebo customer portfolio, ensuring their unique business goals and challenges are met with world-class solutions. - Drive Platform Adoption: Consultation-first approach to deliver best practices, ensuring clients fully maximize and utilize the Docebo LMS to create deeply impactful learning strategies. - Translate Strategy to Action: Move seamlessly between business goals and execution, guiding customers on how to optimize platform configurations for maximum measurable outcomes. - Master the Ecosystem: Become a certified expert in the Docebo product suite, giving clients deep-dive insights into configuration, new features, and advanced usage opportunities. - Navigate Complex Dynamics: Confidently engage and align a diverse group of stakeholders, from hands-on LMS administrators and technical teams to executive-level buyers. - Protect and Grow Revenue: Proactively manage account renewals, mitigate churn risks, and spot organic upsell or cross-sell opportunities that drive mutual business growth. - Collaborate and Advocate: Partner cross-functionally with internal Docebo teams to deliver a unified customer experience while transforming client success stories into powerful case studies and referrals. YOUR SUPERPOWERS 💪 - SaaS Customer Success Mastery: You bring 5+ years of dedicated B2B Customer Success experience specifically within the SaaS industry, ideally backed by 4+ years of total relevant professional experience. - Strategic Business Acumen: You have a proven track record of helping enterprise clients achieve measurable business outcomes, handle deal-related escalations, and naturally uncover account expansion opportunities. - Tech-Savvy & Analytical Mindset: You excel at simplifying complex technical concepts for non-technical audiences and have a knack for prioritizing and implementing diverse business requirements. - Grace Under Pressure: You are highly self-driven, autonomous, and thrive in fast-paced environments, with exceptional time management skills to handle changing work volumes smoothly. - Relationship Architect: You possess a deeply empathetic, growth-focused mindset that allows you to build immediate trust, manage customer expectations, and foster long-term partnerships. BONUS POINTS 🎯 - Learning Tech Expertise: Prior hands-on knowledge or familiarity with HR technologies, instructional design, or Learning Management Systems (LMS). - Road-Warrior Ready: A willingness and flexibility to travel up to 25% of the time (with advanced notice) to connect with your customers face-to-face. 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 recruiting_accommodations@docebo.com. 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