Customer Success Manager

The Customer Success Manager (CSM) is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. Refine & optimize the customer’s use of the platform by taking advantage of current & new features. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.The CSM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer’s industry and use case.This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating… “raving fans”.Responsibilities:Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfactionIdentify and mitigate risk early to ensure ongoing customer satisfactionEducate and inspire customers with best practices, success examples, and innovative ways to solve business problemsDemonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effectiveUnderstand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technologyPrepare and deliver technical presentations explaining products or services to prospective customersPlan and configure products to meet presentation needs, as well as deliver on product demonstrationsAssist the customer in creating and monitoring success KPIs throughout each phase of the customer journeyCreate customer champions who are willing to participate in Docebo Marketing initiativesCollaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer ExperienceRecognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of DoceboRequirements:5-9 years of experience in a related fieldBachelor degree or equivalent experiencePrior experience managing a renewable book of business for a software-as-a-service companyPrevious experience on LMS administration and Instructional Design principlesStrong communication skills and rapport building, while leveraging technology to interact with customers remotelyUnderstanding 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 journeyConsultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutionsAbility to analyze data and use it to drive conversations and objectivesCustomer focus to be able to add value to customers and exceed their expectations giving excellent serviceAbility to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customersPreferred Requirements:Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultantProficiency of HR / LMS technologies is desiredKnowledge in CRMs Salesforce preferred