Customer Success Manager, Docebo

• A successful Customer Success Manager demonstrates strong communication skills, a collaborative mindset, and a passion for customer satisfaction
• They excel at problem-solving, balancing strategic thinking with hands-on execution. The ideal candidate is self-driven and can effectively manage time and priorities in a fast-paced environment
• They are empathetic, proactive, and able to build trust and rapport with customers while maintaining a growth-focused mindset
• Typically 4+ years of relevant work experience
• MUST have previous experience working with State and Local Governments
• Minimum of 5 years of experience in a customer success role
• Fluent English (mandatory)
• Proven experience managing B2B accounts in the SaaS industry
• Demonstrated ability to help customers achieve business outcomes and drive upsell opportunities
• Strong written and verbal communication skills, with the ability to engage stakeholders virtually
• Ability to thrive under pressure and manage varying work volumes effectively
• Autonomous, with strong time management and organizational skills
• Knowledge of HR or LMS technologies is preferred
• Willingness to travel up to 25% with notice

Desirable

• The Customer Success Manager, Public Sector (CSM) is responsible for helping Docebo customers in the government sector achieve their goals by maximizing the value and adoption of Docebo’s Learning Management System (LMS)
• Acting as a trusted advisor, the CSM works with a portfolio of government customers to guide them in leveraging Docebo’s platform to meet their business objectives, ensuring successful adoption, usage expansion, and renewal
• This role bridges business strategy and technical expertise, fostering strong relationships with customers and internal teams to deliver exceptional outcomes and customer satisfaction
• The responsibilities listed in this section are representative and not exhaustive. Additional duties may be assigned as needed
• Serve as the Primary Contact: Act as the main advocate for Docebo customers, ensuring their goals and challenges are addressed with effective solutions
• Drive LMS Adoption: Provide best practices, guidance, and consultation to customers on using the Docebo LMS to create impactful learning programs and strategies
• Translate Strategy into Action: Demonstrate expertise in business and learning strategy realization, helping customers implement and optimize solutions that achieve measurable outcomes
• Master Docebo’s Platform: Become an expert in the Docebo product suite and provide customers with in-depth knowledge on configuration, usage, and expansion opportunities
• Manage Customer Expectations: Set clear expectations about Docebo’s products, services, and resources to align with customer needs and goals
• Handle Escalations: Lead deal-related escalations with the support of management, ensuring resolutions align with customer and business objectives
• Engage Stakeholders: Work with diverse customer personas, including LMS administrators, technical teams, and executives, to align objectives and drive success
• Prioritize Business Requirements: Analyze and prioritize customer requirements to guide their implementation within Docebo’s platform
• Simplify Technical Concepts: Convey technical details in a clear, business-focused manner to stakeholders with varying levels of technical expertise
• Ensure Retention and Growth: Manage account retention and renewal for the customer portfolio, proactively addressing risks to prevent churn and downgrade
• Collaborate Across Teams: Partner with internal teams to deliver a cohesive and seamless customer experience
• Identify Upsell Opportunities: Discover and position upsell and cross-sell opportunities by demonstrating the value of new features or upgrades
• Advocate for Docebo: Leverage customer success stories to secure referrals, case studies, and positive reviews through advocacy programs
• Contribute to Team Growth: Actively participate in the development of strategies and initiatives to scale and enhance the quality of Customer Success services