Customer Success Manager

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. The CSM refines and optimizes the customer’s use of the platform by taking advantage of current and new features, monitors overall satisfaction through stakeholder meetings, usage data, and key metrics, and guides customers to the optimal solutions in a consultative manner. Responsibilities Owns customer retention by reducing churn, increasing adoption, and improving satisfaction. Identifies and mitigates risk early to ensure ongoing customer satisfaction. Educates and inspires customers with best practices and innovative solutions. Acts as a trusted advisor, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective. Masterfully describes the product to prospects and promptly addresses every technology-related question. Prepares and delivers technical presentations that explain products or services. Plans and configures products to meet presentation needs and delivers product demonstrations. Assists the customer in creating and monitoring success KPIs throughout each phase of the customer journey. Creates customer champions who participate in Docebo marketing initiatives. Collaborates with internal teams (marketing, sales, product, professional services, and support) to provide an overall high‑quality customer experience. Recognizes upsell opportunities and works with the Account Management team to expand usage. Requirements 5‑9 years of experience in a related field. Bachelor’s degree or equivalent experience. Prior experience managing a renewable book of business for an SaaS company. Experience with LMS administration and Instructional Design principles. Strong communication skills and rapport building while using technology for remote customer interactions. Understanding of HTML, CSS, and JavaScript. Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS. Ability to share technical knowledge with an upbeat pace and positive mindset. Knowledge of latest L&D trends and how to apply them to the customer journey. Consultative approach using logic, analysis, experience, and advanced methods to make sound decisions and find innovative solutions. Data analytic skills to drive conversations and objectives. Customer focus to add value and exceed expectations with excellent service. Ability to demonstrate high empathy while balancing the relationship between Docebo and customers. Preferred Requirements Previous experience as a Customer Success Specialist, Customer Success Manager, Customer Experience Manager, or business consultant. Proficiency with HR/LMS technologies. Knowledge of CRMs such as Salesforce. Benefits & Perks Generous vacation policy with extra floating holidays for religious or cultural events. Employee share purchase plan. Career progression and internal mobility opportunities. Four employee resource groups: Docebo Women’s Alliance, PRIDE, BIDOC, and Green Ambassadors. Hybrid Office Model All Docebo employees worldwide are “hybrid.” We encourage in‑person collaboration while supporting work‑from‑home when employees need dedicated focus time. Team leaders decide how often their teams come into the office, considering the needs of the team and each employee. Details about the hybrid model are discussed during the first interview. About Docebo Docebo powers learning experiences for over 3,000 customers worldwide with its AI‑powered suite designed to close the enterprise learning loop. The company has achieved two IPOs, been recognized as a top SaaS e‑learning solution, and is growing exponentially. Docebo is global, with offices in North America, EMEA, APAC, and more. The core values are Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. Equal Employment Opportunity Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected by applicable law. Individuals requiring a reasonable accommodation to assist with their job search or application should e‑mail with a description of the requested accommodation and the position of interest. Job Details Seniority level: Mid‑Senior level Employment type: Full‑time Job function: Other Industries: Software Development Location: Toronto, Ontario, Canada #J-18808-Ljbffr