Customer Success Manager

About This Opportunity At Docebo AI we help teams move faster, perform better, and focus on the work that truly matters. Our learning platform uses smart, time‐saving tools to personalize training, cut busywork, and make learning feel like a superpower. We are building the future of learning with a team that loves to challenge the status quo. If you are excited by the idea of using AI to improve real people's work‐life, you are in the right place. The Customer Success Manager empowers Docebo customers to connect their goals and challenges with solutions in our platform, increasing adoption to ensure value realization and renewal. You will work with a portfolio of customers as determined by current business requirements. Responsibilities Act as the primary contact and advocate for Docebo customers. Provide best‐practice guidance on LMS adoption and use‐case expansion, helping customers maximize an LMS (Docebo) for best‐in‐class learning programs and strategy. Translate business and learning strategy into real‐life solutions and successful implementation. Master the Docebo product suite and serve as an expert resource for customers on configuration, leverage, and expansion. Manage customer expectations across Docebo products, processes, services, and resources. Lead deal‐related escalations with support from your direct manager. Work with multiple stakeholders and personas, including LMS administrators, system owners, technical resources, decision makers, and executives. Analyze and prioritize business and technical requirements, guiding customers on how to implement them within Docebo. Explain complex technical concepts to non‐technical, business‐oriented audiences with varied backgrounds. Manage account retention and renewal rates, proactively preventing downgrade and churn. Collaborate with internal teams to provide an exceptional Docebo experience. Generate upsell and expansion opportunities through product adoption, user plan upgrades, and insightful discovery of needs. Maintain a growth mindset while managing a book of business, understanding targets, goals, forecasts, and key metrics. Secure referrals, case studies, and positive reviews through the Docebo advocacy programs. Contribute to the development of Customer Success Team strategies, initiatives, and projects for scale and quality improvement. Requirements Previous experience in a customer success role. Fluent in both Italian and English; German speaking is a plus. Experience working with B2B SaaS accounts. Track record of assisting customers in achieving business outcomes, driving upsell and cross‐sell opportunities. Strong written and oral communication skills (live and virtual). Ability to build relationships and rapport virtually. Capacity to handle high‐pressure situations and varying work volumes. Self‐driven, autonomous, and collaborative work style. Strong problem‐solving skills. Knowledge of HR or LMS technologies is desired. Willingness to travel up to 25% with notice. Our Total Rewards Philosophy Rewarding Impact: Competitive pay that rewards the skills and traits that drive success. Fostering Holistic Wellbeing: Programs supporting physical, mental, and financial well‐being. Empowering Our Talent Culture: Transparent, equitable, and flexible rewards enabling you to do your best work. Benefits & Perks Generous vacation policy with additional floating holidays for religious or cultural events. Employee Share Purchase Plan. Career progression and internal mobility opportunities. Four employee resource groups: Women's Alliance, PRIDE, BIDOC, and Green Ambassadors. About Docebo Docebo powers learning experiences for over 3,000 customers worldwide with an AI‐powered suite that closes the enterprise learning loop. We have achieved two IPOs (TSX: DCBO & NASDAQ: DCBO), are recognized as a top SaaS e‐learning solution, and are growing rapidly. With offices across North America, EMEA, APAC, and beyond, our culture is built on six core values: Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. Equal Employment Opportunity Statement 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 race, color, 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. As a federal contractor, Docebo follows affirmative action principles and supports protected veterans and individuals with disabilities. Any individual requiring reasonable accommodation or wishing to voluntarily disclose a disability or protected veteran status should email the application team, including the position of interest. Key Details Employment Type: Full‐TimeVacancy: 1#J-18808-Ljbffr