Manager, Customer Success

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 our Manager of Customer Success for SEEMEA and DACH, you are the strategic captain leading a high-performing team across these vibrant, diverse markets. You will transform complex customer challenges into educational victories, ensuring our clients throughout Southern and Eastern Europe, the Middle East, Africa, and German-speaking regions achieve massive business impact. Your mission is to foster a culture of excellence and local expertise, proving that with the right AI-powered learning strategy, our customers' potential is truly limitless. The Day-to-Day 🛠️ - Lead the Charge: Execute a high-impact Customer Success strategy that aligns perfectly with Docebo's global vision and specific SEEMEA/DACH regional objectives. - Coach for Greatness: Manage and mentor a team of Success professionals, providing the guidance and support they need to deliver exceptional customer experiences. - Measure What Matters: Define and monitor clear KPIs and metrics to track team performance and ensure we are consistently hitting our retention and growth targets. - Bridge the Borders: Foster a customer-centric culture that promotes knowledge sharing and collaboration across different geographical regions and internal departments. - Advocate for Success: Build and maintain deep relationships with key customers, acting as a strategic advisor to help them maximize their investment in Docebo. - Refine the Playbook: Develop and implement standardized processes and best practices that drive efficiency and scalability within our regional success operations. - Harness the Data: Utilize customer success platforms to monitor account health and proactively identify opportunities for process automation and improvement. Your Superpowers 🦸 - Proven Captain: You bring at least 3-5 years of leadership experience managing customer-facing teams, ideally within a B2B SaaS environment. - Linguistic Virtuoso: You are fully fluent in both Italian and English, enabling you to navigate complex business conversations and build rapport across the SEEMEA region effortlessly. - Strategic Architect: You have a proven track record of helping customers achieve business outcomes that naturally lead to upsell and cross-sell opportunities. - Global Collaborator: You are a self-driven, collaborative leader who can build strong relationships virtually and handle high-pressure situations with ease. - Empathetic Advisor: You demonstrate high emotional intelligence, balancing deep empathy for the customer with the commercial requirements of the Docebo relationship. - Tech Enthusiast: You hold a Bachelor’s degree (or equivalent) and possess a strong desire to master HR and LMS technologies. - Regional Explorer: You are ready and willing to travel (with notice) up to 25% of the time to engage with your team and customers across the region. Bonus Points 🌟 - Industry Veteran: Previous experience specifically within the Learning Management System (LMS) or HR technology space. - Process Pro: Familiarity with specific Customer Success automation tools or advanced CRM methodologies. - Multicultural Expert: Direct experience managing teams or customers specifically within the DACH (Germany, Austria, Switzerland) markets. 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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