Customer Lifecycle Operations Manager, Docebo
2-5 days a week in office
Multi-product learning suite
Job no longer available
Multi-product learning suite
501-1000 employees
Job no longer available
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
- This role requires a strategic thinker with excellent operational, analytical, and communication skills to drive customer success and retention
- 5+ years of experience in revenue operations in the B2B SaaS industry, working with Customer Success teams
- Strong understanding of the revenue tech stack, especially Salesforce (SFDC) and CSM tools
- Experience with Kantata, Zendesk, Totango, and Qualtrics is a strong asset
- Strong analytical and problem-solving skills, using data and analytics to improve performance
- Growth mindset and willingness to develop operational efficiency and adopt new methods
- Experience in risk and root cause analysis and assessment
- Excellent project management abilities and cross-functional stakeholder collaboration
- Excellent communication and presentation skills
What the job involves
- The Customer Lifecycle Operations Manager is responsible for assisting the VP, Revenue Strategy and Center of Excellence in driving and optimizing the end-to-end customer journey, ensuring a seamless and positive experience from initial contact through to post-sale support
- Processes:
- Optimize and manage Customer Success, Professional Services, and Support operations to enhance customer experience and outcomes
- Collaborate with cross-functional teams to refine processes, implement and maintain workflows, and and increase team effectiveness
- Risk Management: Detect early signals of at-risk renewals (12-18 months before renewal date) and design playbooks for CSMs to address them
- Renewals Forecasting: Develop scalable processes in Gong for CSMs to forecast and track renewals
- Customer Lifecycle: Work with customer success leadership on the timing and content of CSM touch points throughout the customer journey
- Liaise with product, professional services, and sales teams to:
- Channel customer feedback to product teams
- Align with the Support teams on major case resolutions for large customers
- Provide visibility of customer and project health during onboarding to the CSM org and exec sponsors
- Proactively identify and address operational bottlenecks to improve customer retention, reduce churn, and drive customer satisfaction
- Stay updated on industry trends and best practices in customer experience management
- Systems:
- Build and utilize tools such as customer health scores, churn prediction, and CSAT & NPS metrics to empower our teams to deliver unparalleled service to our customers
- Totango: Implement CSM risk playbooks and develop Totango as the single source of truth for customer health, interaction levels and commercial information
- Train, support, and oversee the daily operations of our tech stack. Ensure data integrity in our CRM (Salesforce). Set up new tools and integrations as needed
- Integration and Information sharing between different systems used by the customer teams including Totango, Salesforce, Kantata, and Snowflake
- Data:
- Reporting: Create reporting for QBRs, executive meetings, and board meetings on renewals, GRR, and NDRR via dashboards and decks
- Analysis: Monitor health parameters as leading indicators of customer renewal and surface insights to assist the CSM team
- Develop and maintain reports and metrics to inform strategic decisions and improve team performance
- People:
- Work with CX enablement to facilitate CSM enablement for new processes and systems
- Liaise with CSM leadership to assess team workload and hiring plans
- Manage stakeholders efficiently, leading productive conversations and coordinating efforts between departments
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
Founders
Claudio Erba
(CEO)Former Product Manager for Selpress. Former Board Member VP at Rysto.
Salary benchmarks
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