Customer Success Manager at Docebo

Toronto, Ontario, Canada

Apply Now

Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

EdTech, SaaS, TechnologyIndustries

Requirements

5-9 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
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 L&D space and how to apply into the customer journey
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
Knowledge in CRMs Salesforce preferred

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
Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology
Prepare and deliver technical presentations explaining products or services to prospective customers
Plan and configure products to meet presentation needs, as well as deliver on product demonstrations
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 Marketing 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

Skills

Customer Success

Churn Reduction

Customer Retention

Product Demonstrations

Technical Presentations

KPI Monitoring

Stakeholder Management

Consultative Approach

SaaS Platforms

Customer Adoption

Docebo

Corporate e-learning platform with AI integration

About Docebo

Docebo creates software and support systems to assist businesses in training their employees and stakeholders. Its platform combines various learning methods, such as formal, social, and experiential learning, enhanced by artificial intelligence to make the learning experience more personalized and engaging. This approach sets Docebo apart from traditional learning management systems that focus solely on formal courses. The company primarily targets corporate clients across different industries, recognizing the growing need for effective training solutions in the corporate e-learning sector. Docebo operates on a Software-as-a-Service (SaaS) model, where clients subscribe to access its platform, allowing for flexible usage based on their needs. The company's goal is to provide a comprehensive learning platform that supports continuous employee development and adapts to the evolving demands of the workforce.

Toronto, CanadaHeadquarters

2005Year Founded

$5.6MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Paid Vacation

Employee Stock Purchase Plan

Hybrid Work Options

Remote Work Options

Risks

Dayforce's new LMS launch could increase competition in the e-learning market.

CFO transition might cause temporary instability in Docebo's financial management.

Warburg Pincus's share acquisition may lead to increased influence over company decisions.

Differentiation

Docebo integrates formal, social, and experiential learning methods, enhancing learning personalization.

The platform leverages advanced AI capabilities for dynamic and personalized learning experiences.

Docebo's SaaS model allows scalable and flexible learning solutions for corporate clients.

Upsides

Docebo's partnership with Class Technologies enhances virtual instructor-led training capabilities.

Recognition with nine Brandon Hall Awards reinforces Docebo's leadership in learning innovation.

The alliance with Deloitte supports building robust learning ecosystems for large organizations.

Land your dream remote job 3x faster with AI

Try Jobo Free