The Adventure AheadAs our Manager of Customer Success, you will step into a pivotal leadership role directly reporting to the Vice President of Customer Success. You will lead, inspire, and elevate a high-performing team of Customer Success professionals dedicated to driving world-class customer satisfaction, retention, and growth. By blending strategic vision with empathetic leadership, you will turn customer training into a business superpower, directly influencing Docebo's global market success and shaping how the world's leading brands learn and thrive.
The Day-to-Day- Lead the Charge: Execute a cutting-edge Customer Success strategy aligned perfectly with Docebo's overarching business goals and growth objectives.
- Define Excellence: Establish crystal-clear goals, performance metrics, and KPIs to continuously measure and elevate team performance and customer success.
- Bridge the Gaps: Collaborate seamlessly with cross-functional allies in Sales, Marketing, and Product to build a unified, frictionless customer ecosystem.
- Champion Your People: Mentor, guide, and support your team of Customer Success professionals, establishing tailored development plans and conducting thoughtful performance reviews.
- Cultivate the Culture: Foster a deeply customer-centric, collaborative environment that prioritizes knowledge sharing, continuous learning, and the "Docebo Heart."
- Advocate for Champions: Build lasting, strategic relationships with key customers, acting as their executive advisor and ensuring internal alignment to drive ultimate satisfaction.
- Optimize the Engine: Build, standardize, and scale modern processes and methodologies, leveraging top-tier Customer Success platforms to track health metrics and automate operations.
Your Superpowers- Proven Leadership: Bring 3-5 years of stellar experience leading and inspiring customer-facing teams, ideally within a fast-paced B2B environment.
- Educational Foundation: Possess a Bachelor's degree or equivalent practical experience that highlights your business acumen.
- Growth Catalyst: Hold a proven track record of helping customers smash their business goals, naturally unlocking upsell and cross-sell opportunities.
- Master Communicator: Command exceptional written and oral communication skills, with a natural ability to build deep rapport and relationships virtually.
- Poise Under Pressure: Stay calm, empathetic, and strategically focused during high-volume or high-pressure situations, balancing customer needs with business logic.
- Autonomous Driver: Work as a self-driven, highly collaborative problem solver who knows how to autonomously balance time and effort to crush goals.
- Ready to Roam: Possess the flexibility and willingness to travel (with notice) up to 25% to connect with teams and clients face-to-face.
Bonus Points- Tech Savvy: Deep knowledge or familiarity with HR technologies, Learning Management Systems (LMS), or specialized Customer Success tracking tools.
Our Hybrid Work Philosophy Great work can happen anywhere but coming together helps us go further. Our team spends three days a week in the office (Tuesday-Thursday) to collaborate, solve problems, and learn from each other. With flexibility the rest of the week, it's a balance designed to help everyone do their best work and keep growing.
Our Total Rewards PhilosophyOur Total Rewards Philosophy centers around three core areas to reward and care for our People:
- Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success.
- Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people's physical, mental, and financial well-being.
- Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul.
Our Promise to You - Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.
- Your Well-Being, Covered: You'll get access to health benefits, so you can get the care you need when you need it.
- Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!
- Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!
- Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long.
