Manager of Customer Success, Docebo
+ Employee Share Purchase Plan
2-5 days a week in office
Multi-product learning suite
Open for applications
Multi-product learning suite
501-1000 employees
Open for applications
+ Employee Share Purchase Plan
2-5 days a week in office
501-1000 employees
Company mission
To redefine the way enterprises learn by applying new technologies to the traditional corporate learning management system market.
Role
Who you are
- 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%
What the job involves
- The Manager, Customer Success is a leadership role responsible for overseeing and managing a Customer Success team, focusing on driving customer satisfaction, retention, and growth by building strong relationships with customers
- The Manager, Customer Success contributes to the customer success strategy, ensuring effective execution, and driving continuous improvement to deliver exceptional customer experiences
- Execute the Customer Success strategy aligned with the company'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
- Lead and manage a team of Customer Success professionals, providing guidance, mentorship, and support
- 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
- Build and maintain strong relationships with key customers, acting as a strategic advisor and advocate
- Collaborate with the team to develop and execute customer success plans as necessary
- Ensure effective communication and coordination between customers and internal stakeholders to drive customer satisfaction
- Develop and implement standardised processes, methodologies, and best practices to drive consistent and efficient customer success operations
- Utilise 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
Our take
E-learning has become a huge sub-sector in the corporate training market. Driven by a growing trend of remote work and training, the global online e-learning market was approximately $315 billion in 2021 and is forecasted to grow considerably bigger - up to $450 billion by 2026.
Docebo is one of the key players in this industry, its easy-to-use, highly configurable and affordable learning platform has the end-to-end capabilities and critical functionality needed to train internal and external workforces, partners and customers. Bringing a broad range of learning materials together on one platform has created a highly scalable product that has become a market leader over the last decade.
Docebo's client base includes some of the world's biggest companies, such as Amazon, Walmart and Coca-Cola. The company's international expansion strategy has remained its primary focus, building offices worldwide, acquiring companies (such as Skillslive) and completing two successful IPOs.
Kirsty
Company Specialist
Insights
Few candidates hear
back within 2 weeks
9% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2015
$3m
SERIES A
Feb 2012
$2.7m
SEED
Total funding: $5.9m
Company values
- Simplicity: Keep it simple, remove barriers and bureaucracy, and adopt a problem-solving mindset
- Accountability: Empower people, own your responsibilities, and be a do-er
- Togetherness: Work ethically, celebrate efforts and accomplishments, and take care of each other
- Curiosity: Explore unconventional ideas, seek new data, and make informed decisions
- Innovation: Experiment and find new ways to do things. Stay optimistic, with an eye towards progress
- Impact: Understand our customers, make their lives better, and make a tangible impact on their business
Company HQ
Fashion District, Toronto, ON
Articles
Leadership
Claudio Erba
(CEO)Former Product Manager for Selpress. Former Board Member VP at Rysto.
Salary benchmarks
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