Customer Success Manager

The 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.

Responsibilities:

• 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.

Requirements:

• 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%