Senior Customer Success Manager, Docebo
Offers Employee Share Purchase Plan
More information about location
2-5 days a week in office
Multi-product learning suite
Be an early applicant
Multi-product learning suite
501-1000 employees
Be an early applicant
Offers Employee Share Purchase Plan
More information about location
2-5 days a week in office
501-1000 employees
Company mission
To redefine the way enterprises learn by applying new technologies to the traditional corporate learning management system market.
Role
Who you are
- Previous experience in a customer success role
- Experience working with B2B accounts in SaaS industry
- Proven track record of consistently assisting customers in achieving their desired business outcomes to drive upsell and cross-sell opportunities
- Strong written and oral (live and virtual) communication skills
- Able to build relationships and rapport virtually
- Ability to handle high-pressure situations and varying work volumes
- Ability to autonomously balance time and effort to achieve goals
- Strong problem-solving skills
- Self-driven and collaborative
- Knowledge of HR / LMS technologies is desired
- Ability to travel, with notice, up to 25%
What the job involves
- The Senior Customer Success Manager is responsible for empowering Docebo customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption to ensure value realization and renewal
- The role will be working with a portfolio of customers as determined by current business requirements and structure
- Be the primary contact and advocate for Docebo customers
- Expert in Learning Management System (LMS) adoption and use case expansion with the ability to provide best practices, guidance, and consultation on proper utilization of an LMS (Docebo) to drive best-in-class learning programs and strategy
- Demonstrate knowledge of business and learning strategy engineering, realization, and optimization - moving from business outcomes into real-life solutions and their successful implementation
- Master the Docebo product suite and act as an expert resource for customers on how to configure, leverage, and expand their usage to achieve business outcomes
- Manage customer expectations of Docebo products, processes, services, and other resources
- Successfully leads deal-related escalations with the support of their direct manager
- Work with multiple customer stakeholders and personas including but not limited to LMS administrator/system owner, technical resources, decision makers/executives
- Understand, analyse and prioritise business and technical requirements in order to guide customers in how to realise/ implement them within Docebo
- Successfully explain/ convey technical concepts to a non technical, business oriented audience comprised of various stakeholders with different backgrounds
- Manage account retention and renewal rates for your portfolio of customers, proactively working to avoid downgrade and churn
- Collaborate with and leverage internal teams and resources to provide an exceptional Docebo experience for customers
- Support the generation of upsell and expansion opportunities from new product feature adoption and user plan upgrades, through insightful discovery of needs, excellent product demonstration and validation of requirements, and positioning of value
- Manage a book of business with a growth mindset, demonstrating an understanding of targets, goals, forecasts, and other key business metrics
- Leverage the success and value that Docebo provides to secure referrals, case studies, and positive reviews through the Docebo advocacy programs
- Actively contribute to the development of the Customer Success Team strategies/ initiatives/ projects for scale, growth, and increased quality of service
Our take
E-learning has become a huge sub-sector in the corporate training market. Driven by a growing trend of remote work and training, the global online e-learning market was approximately $315 billion in 2021 and is forecasted to grow considerably bigger - up to $450 billion by 2026.
Docebo is one of the key players in this industry, its easy-to-use, highly configurable and affordable learning platform has the end-to-end capabilities and critical functionality needed to train internal and external workforces, partners and customers. Bringing a broad range of learning materials together on one platform has created a highly scalable product that has become a market leader over the last decade.
Docebo's client base includes some of the world's biggest companies, such as Amazon, Walmart and Coca-Cola. The company's international expansion strategy has remained its primary focus, building offices worldwide, acquiring companies (such as Skillslive) and completing two successful IPOs.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2015
$3m
SERIES A
Feb 2012
$2.6m
SEED
Total funding: $5.8m
Company values
- Simplicity: Keep it simple, remove barriers and bureaucracy, and adopt a problem-solving mindset
- Accountability: Empower people, own your responsibilities, and be a do-er
- Togetherness: Work ethically, celebrate efforts and accomplishments, and take care of each other
- Curiosity: Explore unconventional ideas, seek new data, and make informed decisions
- Innovation: Experiment and find new ways to do things. Stay optimistic, with an eye towards progress
- Impact: Understand our customers, make their lives better, and make a tangible impact on their business
Company HQ
Fashion District, Toronto, ON
Articles
Leadership
Claudio Erba
(CEO)Former Product Manager for Selpress. Former Board Member VP at Rysto.
Salary benchmarks
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