Senior Customer Success Manager

Docebo•Toronto, ON

8d•Hybrid

About The Position

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But 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. We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive. So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops. As a Senior Customer Success Manager, you are the ultimate architect of the customer journey, turning complex business goals into reality through our AI-powered platform. You won’t just manage accounts; you will be a visionary consultant, using empathy and innovation to transform training into a true superpower for global brands. By mastering the art of the "Raving Fan," you will directly influence the future of learning and ensure our customers don't just succeed—they thrive.

Requirements

5-9 years of experience in SaaS, specifically managing renewable books of business and driving customer satisfaction.
Solid grasp of enterprise systems (SSO, CRM, HRIS).
Foundational understanding of HTML, CSS, and Javascript.
Deep knowledge of LMS administration, instructional design principles, and the latest trends in the learning and development space.
Ability to use logic, data analysis, and wisdom to make sound, timely decisions and find innovative solutions for complex problems.
Excellent rapport-building skills and a high degree of empathy while balancing the needs of the customer with business objectives.
Strong ability to analyze usage metrics and key data points to drive meaningful executive conversations and strategy.
Upbeat, positive mindset and thrive in a collaborative environment where you share knowledge freely.

Nice To Haves

Previous experience specifically within HR or LMS technologies.
Proficiency in Salesforce CRM.
Background as a Customer Success Specialist or Business Consultant in a fast-paced tech environment.

Responsibilities

Own the lifecycle of your portfolio by proactively reducing churn and driving deep product adoption that leads to long-term loyalty.
Educate and excite customers with industry best practices and creative solutions that turn their business hurdles into success stories.
Cultivate deep-rooted relationships as a customer advocate, ensuring every touchpoint across their journey is seamless and high-impact.
Become an elite product expert, confidently explaining technical nuances and delivering high-level presentations that showcase our platform's value.
Partner with customers to define, configure, and monitor key performance indicators that prove the tangible value of their investment.
Collaborate across Sales and Account Management to identify upsell opportunities, ensuring our customers always have the right tools to scale.
Identify and nurture customer champions who are eager to share their success stories through Docebo’s global marketing initiatives.

Benefits

Competitive pay
Employee Share Purchase Plan (ESPP) at a 15% discount
Health benefits
Paid vacation days
Two company-wide Docebo Days
Floating holidays for cultural celebrations
Your birthday off
Coverage offering time with little one(s)
Access to global communities through Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors)
Company-wide events