Senior Customer Success Manager, Docebo

• 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

Desirable

• 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
• 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