Customer Success Manager

5 giorni fa

Milano, Lombardia, Italia Docebo A tempo pieno

About This Opportunity:

The Customer Success Manager is a leadership role responsible for overseeing and managing a Customer Success team at Docebo, focusing on driving customer satisfaction, retention, and growth by building strong relationships with customers. The Customer Success Manager contributes to the customer success strategy, ensuring effective execution, and driving continuous improvement to deliver exceptional customer experiences.

Key Responsibilities

  • Develop and execute a customer success strategy aligned with Docebo's goals and objectives
  • Define clear goals, key performance indicators (KPIs), and metrics to measure customer success and team performance
  • Collaborate with cross-functional teams, such as Sales, Marketing, and Product to drive customer satisfaction
  • Lead and manage a team of Customer Success professionals, providing guidance, mentorship, and support to ensure customer success
  • Set performance expectations, establish development plans, and conduct regular performance reviews for team members
  • Foster a customer-centric culture within the team, promoting collaboration, knowledge sharing, and continuous learning to drive customer success
  • Build and maintain strong relationships with key customers, acting as a strategic advisor and advocate to drive customer growth
  • Collaborate with the team to develop and execute customer success plans as necessary to ensure customer satisfaction
  • Ensure effective communication and coordination between customers and internal stakeholders to drive customer satisfaction
  • Develop and implement standardized processes, methodologies, and best practices to drive consistent and efficient customer success operations
  • Utilize customer success platforms and tools to track customer engagements, monitor customer health, and measure customer success metrics
  • Identify opportunities for process improvements and automation to enhance customer success operations and scalability

Requirements

  • Minimum of 3-5 years leadership experience for a team in a customer-facing role
  • Experience working with B2B accounts
  • 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 demonstrate empathy while balancing the requirements of a business relationship between Docebo and its customers
  • 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%

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