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Full-Time

Customer Success Manager

Posted on 6/25/2024

Docebo

Docebo

501-1,000 employees

AI-powered scalable learning platform

Senior, Expert

London, UK

Category
Customer Success
Customer Success & Support
Customer Success Management
Sales & Account Management
Required Skills
Communications
Requirements
  • Minimum of 5 years experience in a customer success role
  • Experience working with B2B accounts in SaaS industry
  • Proven track record of consistently assisting customers in achieving their desired business outcomes to drive upsell and cross-sell opportunities
  • Strong written and oral (live and virtual) communication skills
  • Able to build relationships and rapport virtually
  • Ability to handle high-pressure situations and varying work volumes
  • Ability to autonomously balance time and effort to achieve goals
  • Strong problem-solving skills
  • Self-driven and collaborative
  • Knowledge of HR / LMS technologies is desired
  • Ability to travel, with notice, up to 25%
Responsibilities
  • Be the primary contact and advocate for Docebo customers
  • Expert in Learning Management System (LMS) adoption and use case expansion
  • Demonstrate knowledge of business and learning strategy engineering
  • Master the Docebo product suite and act as an expert resource for customers
  • Manage customer expectations of Docebo products, processes, services, and other resources
  • Successfully lead deal-related escalations with the support of their direct manager
  • Work with multiple customer stakeholders and personas
  • Understand, analyse and prioritise business and technical requirements
  • Successfully explain/ convey technical concepts to a non-technical audience
  • Manage account retention and renewal rates for your portfolio of customers
  • Collaborate with internal teams and resources to provide an exceptional Docebo experience for customers
  • Support the generation of upsell and expansion opportunities
  • Manage a book of business with a growth mindset
  • Secure referrals, case studies, and positive reviews through advocacy programs
  • Contribute to the development of Customer Success Team strategies/initiatives/projects

Docebo provides a scalable learning platform with advanced AI capabilities, utilizing innovative technologies for content generation, automation, and analytics to meet diverse training needs.

Company Stage

Series A

Total Funding

$6.4M

Headquarters

Toronto, Canada

Founded

2005

Growth & Insights
Headcount

6 month growth

3%

1 year growth

7%

2 year growth

19%