Senior Customer Success Manager

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 a Senior Customer Success Manager, you are the ultimate architect of the customer journey, turning complex business goals into reality through our AI-powered platform. You won’t just manage accounts; you will be a visionary consultant, using empathy and innovation to transform training into a true superpower for global brands. By mastering the art of the "Raving Fan," you will directly influence the future of learning and ensure our customers don't just succeed—they thrive. THE DAY-TO-DAY 📅 - Champion Retention: Own the lifecycle of your portfolio by proactively reducing churn and driving deep product adoption that leads to long-term loyalty. - Inspire Innovation: Educate and excite customers with industry best practices and creative solutions that turn their business hurdles into success stories. - Act as a Trusted Advisor: Cultivate deep-rooted relationships as a customer advocate, ensuring every touchpoint across their journey is seamless and high-impact. - Master the Tech: Become an elite product expert, confidently explaining technical nuances and delivering high-level presentations that showcase our platform's value. - Engineer Success KPIs: Partner with customers to define, configure, and monitor key performance indicators that prove the tangible value of their investment. - Fuel Growth: Collaborate across Sales and Account Management to identify upsell opportunities, ensuring our customers always have the right tools to scale. - Build Advocacy: Identify and nurture customer champions who are eager to share their success stories through Docebo’s global marketing initiatives. YOUR SUPERPOWERS ⚡ - The Seasoned Pro: You bring 5-9 years of experience in SaaS, specifically managing renewable books of business and driving customer satisfaction. - Technical Fluency: You have a solid grasp of enterprise systems (SSO, CRM, HRIS) and a foundational understanding of HTML, CSS, and Javascript. - L&D Expertise: You possess a deep knowledge of LMS administration, instructional design principles, and the latest trends in the learning and development space. - The Strategic Consultant: You use logic, data analysis, and wisdom to make sound, timely decisions and find innovative solutions for complex problems. - Empathetic Communicator: You excel at building rapport and demonstrate a high degree of empathy while balancing the needs of the customer with business objectives. - Data-Driven Mindset: You have a strong ability to analyze usage metrics and key data points to drive meaningful executive conversations and strategy. - Culture Catalyst: You maintain an upbeat, positive mindset and thrive in a collaborative environment where you share knowledge freely. BONUS POINTS 🌟 - Platform Mastery: Previous experience specifically within HR or LMS technologies and proficiency in Salesforce CRM. - Versatile Experience: A background as a Customer Success Specialist or Business Consultant in a fast-paced tech environment. 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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