Customer Success Manager, Public Sector

Docebo is an AI-powered learning platform that transforms how organizations manage training. As a Customer Success Manager in the Public Sector, you will act as a consultant for government partners, ensuring effective adoption of the Docebo platform to meet their unique challenges and maximize ROI.

Responsibilities:

• Champion the Customer: Act as the primary advocate and trusted advisor for your public sector portfolio, ensuring their unique regulatory and organizational challenges are met with innovative, effective solutions
• Drive Strategic Adoption: Consult with agency partners on industry best practices to ensure the Docebo LMS is fully integrated into their culture and driving measurable, mission-oriented results
• Master the Platform: Become a certified Docebo expert, guiding customers through complex configurations and showing them how to unlock the full potential of our AI-powered tools
• Bridge the Communication Gap: Simplify complex technical concepts into clear, business-focused narratives that resonate with stakeholders from IT admins to high-ranking public officials
• Architect Retention & Growth: Proactively manage the renewal cycle and identify clever upsell or cross-sell opportunities that help our public sector customers expand their community and organizational impact
• Collaborate Globally: Partner across internal teams—from Sales to Product—to ensure a seamless, world-class experience for every learner and leader we serve
• Lead the Escalation: Calmly and strategically navigate high-stakes challenges, turning potential bureaucratic or technical roadblocks into opportunities for deeper trust and resolution

Requirements:

• 5+ years of experience in Customer Success, specifically within the B2B SaaS space, managing complex, high-value accounts
• Proven ability to build instant rapport and influence diverse stakeholders
• Ability to drive upsell growth while ensuring customers achieve their outcomes
• Ability to thrive under pressure and juggle a high volume of tasks with autonomous, razor-sharp organizational skills
• Effective communication skills for virtual presentations and written compliance and strategy documents
• Natural curiosity for HR or LMS technology and a drive to stay ahead of public sector and industry trends
• Approach every interaction with positive intent, a collaborative mindset, and a passion for inclusivity
• Willingness to travel up to 25% of the time
• Deep familiarity with the LMS or HR Tech ecosystem
• Strong background navigating public sector or government procurement landscapes
• Experience navigating complex technical integrations within a learning environment
• Working knowledge of FedRAMP certification and security standards