Manager, Customer Success

Docebo is an AI-powered learning platform that helps organizations create, deliver, and manage training. As the Manager of Customer Success, you will lead a high-performing team dedicated to driving customer satisfaction, retention, and growth, while influencing Docebo's global market success.

Responsibilities:

• Execute a cutting-edge Customer Success strategy aligned perfectly with Docebo's overarching business goals and growth objectives
• Establish crystal-clear goals, performance metrics, and KPIs to continuously measure and elevate team performance and customer success
• Collaborate seamlessly with cross-functional allies in Sales, Marketing, and Product to build a unified, frictionless customer ecosystem
• Mentor, guide, and support your team of Customer Success professionals, establishing tailored development plans and conducting thoughtful performance reviews
• Foster a deeply customer-centric, collaborative environment that prioritizes knowledge sharing, continuous learning, and the 'Docebo Heart.'
• Build lasting, strategic relationships with key customers, acting as their executive advisor and ensuring internal alignment to drive ultimate satisfaction
• Build, standardize, and scale modern processes and methodologies, leveraging top-tier Customer Success platforms to track health metrics and automate operations

Requirements:

• 3–5 years of stellar experience leading and inspiring customer-facing teams, ideally within a fast-paced B2B environment
• Bachelor's degree or equivalent practical experience that highlights your business acumen
• Proven track record of helping customers smash their business goals, naturally unlocking upsell and cross-sell opportunities
• Exceptional written and oral communication skills, with a natural ability to build deep rapport and relationships virtually
• Stay calm, empathetic, and strategically focused during high-volume or high-pressure situations, balancing customer needs with business logic
• Work as a self-driven, highly collaborative problem solver who knows how to autonomously balance time and effort to crush goals
• Possess the flexibility and willingness to travel (with notice) up to 25% to connect with teams and clients face-to-face
• Deep knowledge or familiarity with HR technologies, Learning Management Systems (LMS), or specialized Customer Success tracking tools