Manager, Customer Success

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 Manager of Customer Success, you will step into a pivotal leadership role directly reporting to the Vice President of Customer Success. You will lead, inspire, and elevate a high-performing team of Customer Success professionals dedicated to driving world-class customer satisfaction, retention, and growth. By blending strategic vision with empathetic leadership, you will turn customer training into a business superpower, directly influencing Docebo's global market success and shaping how the world's leading brands learn and thrive. 📅 THE DAY-TO-DAY - Lead the Charge: Execute a cutting-edge Customer Success strategy aligned perfectly with Docebo's overarching business goals and growth objectives. - Define Excellence: Establish crystal-clear goals, performance metrics, and KPIs to continuously measure and elevate team performance and customer success. - Bridge the Gaps: Collaborate seamlessly with cross-functional allies in Sales, Marketing, and Product to build a unified, frictionless customer ecosystem. - Champion Your People: Mentor, guide, and support your team of Customer Success professionals, establishing tailored development plans and conducting thoughtful performance reviews. - Cultivate the Culture: Foster a deeply customer-centric, collaborative environment that prioritizes knowledge sharing, continuous learning, and the "Docebo Heart." - Advocate for Champions: Build lasting, strategic relationships with key customers, acting as their executive advisor and ensuring internal alignment to drive ultimate satisfaction. - Optimize the Engine: Build, standardize, and scale modern processes and methodologies, leveraging top-tier Customer Success platforms to track health metrics and automate operations. 💪 YOUR SUPERPOWERS - Proven Leadership: Bring 3–5 years of stellar experience leading and inspiring customer-facing teams, ideally within a fast-paced B2B environment. - Educational Foundation: Possess a Bachelor’s degree or equivalent practical experience that highlights your business acumen. - Growth Catalyst: Hold a proven track record of helping customers smash their business goals, naturally unlocking upsell and cross-sell opportunities. - Master Communicator: Command exceptional written and oral communication skills, with a natural ability to build deep rapport and relationships virtually. - Poise Under Pressure: Stay calm, empathetic, and strategically focused during high-volume or high-pressure situations, balancing customer needs with business logic. - Auto…