Customer Success Manager in London

Artificial Intelligence. Actual Impact. At Docebo, we are using AI to change how people learn at work—and we mean actually change it. We are 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 result? Better experiences for learners and real results for businesses.

About the Opportunity: 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. Refine & optimize the customer's use of the platform by taking advantage of current & new features. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.

The CSM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer's industry and use case. This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating "raving fans".

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, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.
• Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology.
• Prepare and deliver technical presentations explaining products or services to prospective customers.
• Plan and configure products to meet presentation needs, as well as deliver on product demonstrations.
• 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 (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience.
• Recognise up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo.

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, while leveraging technology to interact with customers remotely.
• Understanding of HTML, CSS, and Javascript; Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS;
• Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset;
• Knowledge of latest trends & technology in L&D space and how to apply into the customer journey.
• Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions.
• Ability to analyse data and use it to drive conversations and objectives.
• Customer focus to be able to add value to customers and exceed their expectations giving excellent service.
• Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers.
• Proficiency of HR / LMS technologies is desired.
• Knowledge in CRMs Salesforce preferred.

About Docebo: At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We are a global company, with offices across North America, EMEA, APAC, and beyond. 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. All qualified applicants and employees will receive consideration for employment regardless of their race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.