Customer Success Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board. At Docebo, we're using AI to change how people learn at work. We're an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. Our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower.

The Customer Success Manager is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics. This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management.

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.
• Understand, master, and become a pro at describing our product to prospects.
• Prepare and deliver technical presentations explaining products or services to prospective customers.
• 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 to provide an overall high quality Customer Experience.
• Recognise up-sell opportunities based on customer needs.

Requirements:

• Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.
• Prior experience managing a renewable book of business for a software-as-a-service company.
• Strong communication skills and rapport building.
• Understanding of HTML, CSS, and Javascript.
• Strong knowledge of enterprise technologies and systems.
• Ability to analyse data and use it to drive conversations and objectives.
• Customer focus to add value to customers and exceed their expectations.
• Proficiency of HR / LMS technologies is desired.
• Knowledge in CRMs Salesforce preferred.

Our Total Rewards Philosophy:

• Rewarding Impact: Competitive pay to reward the impact, skills and traits that fuel our success.
• Fostering Holistic Wellbeing: Programs that support our people's physical, mental, and financial well-being.
• Empowering Our Talent Culture: A culture of trust and empowerment.

Our Promise to You:

• Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount.
• Your Well-Being, Covered: Access to health benefits.
• Rest, Relax, Repeat: Paid vacation days and company-wide Docebo Days.
• Family First: Coverage offering you time with your little one(s).
• Connections That Count: Connect with global communities through our Employee Resource Groups.
• Fri-Yay: Kick off your weekends early with 4:30 PM Fridays.
• Swag Central: Access to our internal swag store.

At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs and are growing exponentially. Our team is guided by six core values—Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact—that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce.