5-9 years of experience in SaaS, particularly in managing renewable books of business
Strong technical fluency with enterprise systems (SSO, CRM, HRIS)
Deep knowledge of LMS administration and instructional design principles
Ability to leverage data analysis for informed decision-making
Exceptional interpersonal skills and high empathy in communication
Strong capability to analyze usage metrics and drive executive conversations
Positive mindset and team-oriented attitude.
Responsibilities
Champion retention by managing the full customer lifecycle to enhance loyalty
Inspire innovative solutions and share best practices with clients
Act as a trusted advisor, ensuring seamless customer experiences
Become a product expert and effectively present its benefits
Define and monitor customer success KPIs to demonstrate value
Collaborate with Sales and Account Management for upselling opportunities
Build relationships with customer advocates to promote success stories.
Benefits
Competitive pay and rewards based on impact and skills
Well-being programs focused on physical, mental, and financial health
A hybrid work model with three days in the office per week
Employee Share Purchase Plan with a 15% discount
Health benefits for necessary medical care
Paid vacation days, company-wide Docebo Days, and a birthday off
Family-friendly policies with support for parental leave
Inclusive Employee Resource Groups and fun company-wide events.
Full Job Description
The Adventure Ahead
As a Senior Customer Success Manager, you are the ultimate architect of the customer journey, turning complex business goals into reality through our AI-powered platform. You won't just manage accounts; you will be a visionary consultant, using empathy and innovation to transform training into a true superpower for global brands. By mastering the art of the "Raving Fan," you will directly influence the future of learning and ensure our customers don't just succeed-they thrive.
The Day-to-Day
Champion Retention: Own the lifecycle of your portfolio by proactively reducing churn and driving deep product adoption that leads to long-term loyalty.
Inspire Innovation: Educate and excite customers with industry best practices and creative solutions that turn their business hurdles into success stories.
Act as a Trusted Advisor: Cultivate deep-rooted relationships as a customer advocate, ensuring every touchpoint across their journey is seamless and high-impact.
Master the Tech: Become an elite product expert, confidently explaining technical nuances and delivering high-level presentations that showcase our platform's value.
Engineer Success KPIs: Partner with customers to define, configure, and monitor key performance indicators that prove the tangible value of their investment.
Fuel Growth: Collaborate across Sales and Account Management to identify upsell opportunities, ensuring our customers always have the right tools to scale.
Build Advocacy: Identify and nurture customer champions who are eager to share their success stories through Docebo's global marketing initiatives.
Your Superpowers
The Seasoned Pro: You bring 5-9 years of experience in SaaS, specifically managing renewable books of business and driving customer satisfaction.
Technical Fluency: You have a solid grasp of enterprise systems (SSO, CRM, HRIS) and a foundational understanding of HTML, CSS, and Javascript.
L&D Expertise: You possess a deep knowledge of LMS administration, instructional design principles, and the latest trends in the learning and development space.
The Strategic Consultant: You use logic, data analysis, and wisdom to make sound, timely decisions and find innovative solutions for complex problems.
Empathetic Communicator: You excel at building rapport and demonstrate a high degree of empathy while balancing the needs of the customer with business objectives.
Data-Driven Mindset: You have a strong ability to analyze usage metrics and key data points to drive meaningful executive conversations and strategy.
Culture Catalyst: You maintain an upbeat, positive mindset and thrive in a collaborative environment where you share knowledge freely.
Bonus Points
Platform Mastery: Previous experience specifically within HR or LMS technologies and proficiency in Salesforce CRM.
Versatile Experience: A background as a Customer Success Specialist or Business Consultant in a fast-paced tech environment.
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 Philosophy
Our 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.
About Docebo
Docebo is a cloud-based learning management system (LMS) that helps businesses and organizations manage, deliver, and track online training programs. The platform offers features such as gamification, social learning, and mobile learning, and is used by companies in various industries including healthcare, finance, and technology. Docebo was founded in 2005 and is headquartered in Toronto, Canada.
