Customer Success Manager, Major

Artificial Intelligence. Actual Impact. 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. Remote Exception: Docebo is a hybrid workplace requiring 3 days a week in our offices. However, due to the niche skill set required for this role, we have opened this role to remote candidates as an exception to our standard policy. THE ADVENTURE AHEAD 🚀 As our next Customer Success Manager (CSM), you will be the ultimate trusted advisor and champion for our clients, unlocking the true power of Docebo’s world-class LMS to transform their organizational learning into a business superpower. You will step into a high-impact, strategic role where you bridge the gap between technical innovation and business strategy, directly influencing customer retention, platform expansion, and long-term satisfaction. By turning complex learning visions into tangible, measurable realities, you will play a pivotal role in shaping how modern global teams grow, adapt, and succeed. THE DAY-TO-DAY 🗓️ - Champion the Customer: Act as the primary advocate and trusted advisor for your Docebo customer portfolio, ensuring their unique business goals and challenges are met with world-class solutions. - Drive Platform Adoption: Consultation-first approach to deliver best practices, ensuring clients fully maximize and utilize the Docebo LMS to create deeply impactful learning strategies. - Translate Strategy to Action: Move seamlessly between business goals and execution, guiding customers on how to optimize platform configurations for maximum measurable outcomes. - Master the Ecosystem: Become a certified expert in the Docebo product suite, giving clients deep-dive insights into configuration, new features, and advanced usage opportunities. - Navigate Complex Dynamics: Confidently engage and align a diverse group of stakeholders, from hands-on LMS administrators and technical teams to executive-level buyers. - Protect and Grow Revenue: Proactively manage account renewals, mitigate churn risks, and spot organic upsell or cross-sell opportunities that drive mutual business growth. - Collaborate and Advocate: Partner cross-functionally with internal Docebo teams to deliver a unified customer experience while transforming client success stories into powerful case studies and referrals. YOUR SUPERPOWERS 💪 - SaaS Customer Success Mastery: You bring 5+ years of dedicated B2B Customer Success experience specifically within the SaaS industry, ideally backed by 4+ years of total relevant professional experience. - Strategic Business Acumen: You have a proven track record of helping enterprise clients achieve measurable business outcomes, handle deal-related escalations, and naturally uncover account expansion opportunities. - Tech-Savvy & Analytical Mindset: You excel at simplifying complex technical concepts for non-technical audiences and have a knack for prioriti…