Customer Success Manager

Employment Type: Full Time

Position Overview

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. 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.
• Identifies and mitigates risk early to ensure ongoing customer satisfaction.
• Educates and inspires customers with best practices, success examples, and innovative ways to solve business problems.
• Demonstrates empathy and acts as a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.
• Understands, masters, and becomes proficient at describing our product to prospects, and addressing promptly every question they may have surrounding our technology.
• Prepares and delivers technical presentations explaining products or services to prospective customers.
• Plans and configures products to meet presentation needs, as well as delivers product demonstrations.
• Assists the customer in creating and monitoring success KPIs throughout each phase of the customer journey.
• Creates customer champions who are willing to 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 up-sell opportunities based on customer needs and works with the Account Management team to expand usage of Docebo.

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 a software-as-a-service company.
• Previous experience with LMS administration and Instructional Design principles.
• Strong communication skills and rapport building, while leveraging technology to interact with customers remotely.
• Understanding of HTML, CSS, and Javascript.
• Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP, or HRIS.
• Strong ability to share technical knowledge while maintaining an upbeat pace and a positive mindset.
• Knowledge of latest trends & technology in the L&D space and how to apply them into the customer journey.
• Consultative approach using a combination of logic, analysis, experience, wisdom, and 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 add value to customers and exceed their expectations by providing excellent service.
• Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers.

Preferred Requirements

• Previous experience as a Customer Success Specialist, Customer Success Manager, Customer Experience Manager, or business consultant.
• Proficiency in HR / LMS technologies is desired.
• Knowledge in CRMs (Salesforce preferred).