Customer Success Manager

5-9 years of experience in a related field.
Bachelor degree or equivalent experience.
Prior experience managing a renewable book of business for a software-as-a-service company.
Previous experience on LMS administration and Instructional Design principles.
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 analyze 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.

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.
Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo.

Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.
Proficiency of HR / LMS technologies is desired.
Knowledge in CRMs Salesforce preferred.