Customer Success Manager

Artificial Intelligence. Actual Impact.
At Docebo, AI isn’t just a buzzword - it’s how we help teams move faster, perform better, and focus on the work that actually matters. Our learning platform is built with smart, time‑saving tools that personalize training, cut the busywork, and make learning feel like less of a chore (and more of a superpower).

We’re building the future of learning, and we’re doing it with a team that loves to challenge the status quo. If you’re excited by the idea of using AI to make work‑life better for real people — not just in theory — you’re in the right place. Still thinking it over? At Docebo, values aren’t just posters on the wall — they show up in how we work every day. We lead with what we call the Docebo Heart: we trust each other, assume positive intent, and make space for the differences that make our team stronger.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn.

About This Opportunity
The Customer Success Manager is responsible for empowering Docebo customers to connect their goals and challenges with solutions in our platform while increasing usage and adoption to ensure value realization and renewal. The role will be working with a portfolio of customers as determined by current business requirements and structure.

Responsibilities

• Be the primary contact and advocate for Docebo customers.
• Expert in Learning Management System (LMS) adoption and use case expansion with the ability to provide best practices, guidance, and consultation on proper utilization of an LMS (Docebo) to drive best‑in‑class learning programs and strategy.
• Demonstrate knowledge of business and learning strategy engineering, realization, and optimization – moving from business outcomes into real‑life solutions and their successful implementation.
• Master the Docebo product suite and act as an expert resource for customers on how to configure, leverage, and expand their usage to achieve business outcomes.
• Manage customer expectations of Docebo products, processes, services, and other resources.
• Successfully lead deal‑related escalations with the support of their direct manager.
• Work with multiple customer stakeholders and personas including but not limited to LMS administrator/system owner, technical resources, decision makers/executives.
• Understand, analyse and prioritise business and technical requirements to guide customers in how to realise/implement them within Docebo.
• Successfully explain/convey technical concepts to a non‑technical, business‑oriented audience comprised of various stakeholders with different backgrounds.
• Manage account retention and renewal rates for your portfolio of customers, proactively working to avoid downgrade and churn.
• Collaborate with and leverage internal teams and resources to provide an exceptional Docebo experience for customers.
• Support the generation of upsell and expansion opportunities from new product feature adoption and user plan upgrades, through insightful discovery of needs, excellent product demonstration and validation of requirements, and positioning of value.
• Manage a book of business with a growth mindset, demonstrating an understanding of targets, goals, forecasts, and other key business metrics.
• Leverage the success and value that Docebo provides to secure referrals, case studies, and positive reviews through the Docebo advocacy programs.
• Actively contribute to the development of the Customer Success Team strategies/initiatives/projects for scale, growth, and increased quality of service.

Requirements

• Previous experience in a customer success role.
• Must be fluent in both Italian and English; German speaking is a plus.
• Experience working with B2B accounts in the SaaS industry.
• 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 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%.

Our Total Rewards Philosophy

Recognizing and rewarding the outcomes and behaviours that shape the future of learning.

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

• Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success.
• Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well‑being.
• Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul.

Benefits & Perks