Customer Success Manager

2 weeks ago

Ottawa, Canada Docebo Full time

Hey you \uD83D\uDC4B Want to work for one of the fastest growing SaaS companies in the world? \uD83D\uDCC8

We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training \uD83D\uDCBB We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.

Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the
**Docebo Heart**. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. \uD83D\uDC99

Are you ready to be a part of the learning revolution? \uD83D\uDE80

**About This Opportunity**:
The Customer Success Manager (CSM) is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. This role works to refine & optimize the customer’s use of the platform by taking advantage of current & new features. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.

The CSM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer's industry and use case.

This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating“raving fans”.

**Responsibilities**:

- Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction.
- Identify and mitigate risk early to ensure ongoing customer satisfaction.
- Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems.
- Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.
- Prepare and deliver technical presentations and demos explaining products or services to customers.
- Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey.
- Create customer champions who are willing to participate in Docebo advocacy initiatives.
- Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality customer experience.
- Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo.

**Requirements**:

- 3-5 years of experience in a related field
- Bachelor degree or equivalent experience
- Prior experience managing a renewable book of business for a software-as-a-service company
- Previous experience on LMS administration and Instructional Design principles preferred
- Strong communication skills and rapport building, while leveraging technology to interact with customers remotely
- Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS
- Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset
- Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions
- Ability to analyze data and use it to drive conversations and objectives
- Customer focus to be able to add value to customers and exceed their expectations giving excellent service
- Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers

**Preferred Requirements**:

- Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant
- Proficiency of HR / LMS technologies is desired
- Understanding of HTML, CSS, and Javascript is an asset
- Knowledge in CRM, Salesforce preferred

**Benefits & Perks** \uD83D\uDE0D
- Inclusive and flexible work environment
- Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
- Employee Share Purchase Plan
- Career progression/internal mobility opportunities
- Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)

**About Docebo** \uD83D\uDC99

Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learnin

  • Customer Success Manager

    18 hours ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company Description D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on...

  • Customer Success Manager

    12 hours ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company Description D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on...

  • Customer Success Manager

    13 hours ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company Description D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on...

  • Customer Success Manager

    1 day ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Customer Success Manager

    1 day ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Customer Success Manager

    17 hours ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company Description D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Customer Success Manager

    1 week ago

    Ottawa, Canada EightSix Network Inc Full time

    D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market solutions,...

  • Customer Success Manager

    1 week ago

    Ottawa, Canada EightSix Network Inc Full time

    D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market solutions,...

  • Customer Success Manager

    1 week ago

    Ottawa, Canada EightSix Network Inc Full time

    D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market solutions,...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company Description D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on...

  • Customer Success Manager

    4 days ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company Description D&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Customer Success Manager

    2 weeks ago

    Ottawa, Canada D&A Business Management Solutions Full time

    Company DescriptionD&A Business Management Solutions is a Canadian business management consulting firm specializing in Sage and Acumatica accounting and business management software solutions for small to medium businesses. With over 400 client companies across Canada, D&A is the top provider of Sage and Acumatica in Canada. The company focuses on Mid-market...

  • Manager, Customer Success

    4 weeks ago

    Ottawa, Canada N-able Full time

    Why N-able: IT doesn’t get better than this! N-able isn’t just another software company - we’re going places, and we’d love for you to be a part of that journey. With N-ablites in more than 15 countries around the world, you’re adding your unique voice to a diverse team of people who are supporting our customers, and one another. The Way We Work,...

  • Customer Success Manager

    3 weeks ago

    Ottawa, Canada Noibu Technologies Inc. Full time

    Noibu is Canada’s Capital city’sfastest-growing technology company.We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.We're a dedicated team, driven by 4...

  • Customer Success Manager

    3 weeks ago

    Ottawa, Canada Noibu Technologies Inc. Full time

    Noibu is Canada’s Capital city’sfastest-growing technology company.We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.We're a dedicated team, driven by 4...

  • Customer Success Manager

    3 weeks ago

    Ottawa, Canada Noibu Technologies Inc. Full time

    Noibu is Canada’s Capital city’sfastest-growing technology company.We help brands recover millions of dollars in lost sales every day by helping them detect, manage and resolve critical errors on their online store. You may have heard of some of our customers like Levi’s, Champion, Air Transat, Guess, and Jelly Belly.We're a dedicated team, driven by 4...