Manager, Customer Success

The Role

The Manager of Customer Success at Docebo is a pivotal leadership role directly reporting to the Vice President of Customer Success. This role is responsible for leading, inspiring, and elevating a high-performing team of Customer Success professionals to drive world-class customer satisfaction, retention, and growth.

Key Responsibilities

• Execute a cutting-edge Customer Success strategy aligned perfectly with Docebo's overarching business goals and growth objectives.

• Define excellence by establishing crystal-clear goals, performance metrics, and KPIs to continuously measure and elevate team performance and customer success.

• Bridge the gaps by collaborating seamlessly with cross-functional allies in Sales, Marketing, and Product to build a unified, frictionless customer ecosystem.

• Cultivate the culture by fostering a deeply customer-centric, collaborative environment that prioritizes knowledge sharing, continuous learning, and the "Docebo Heart."

• Optimize the engine by building, standardizing, and scaling modern processes and methodologies, leveraging top-tier Customer Success platforms to track health metrics and automate operations.

Requirements

• Proven leadership with 3–5 years of stellar experience leading and inspiring customer-facing teams, ideally within a fast-paced B2B environment.

• Educational foundation with a Bachelor’s degree or equivalent practical experience highlighting business acumen.

• A proven track record of helping customers achieve their business goals, naturally unlocking upsell and cross-sell opportunities.

• Master communicator with exceptional written and oral communication skills, a natural ability to build deep rapport and relationships virtually.

• Poise under pressure with the ability to stay calm, empathetic, and strategically focused during high-volume or high-pressure situations, balancing customer needs with business logic.

• Autonomous driver with the flexibility and willingness to travel (with notice) up to 25% to connect with teams and clients face-to-face.

Superpowers

• Tech savvy with deep knowledge or familiarity with HR technologies, Learning Management Systems (LMS), or specialized Customer Success tracking tools.

Company Culture

At Docebo, we embrace a hybrid work philosophy where three days a week are spent in the office (Tuesday-Thursday) for collaboration, problem-solving, and learning from each other. The remaining days are flexible, allowing everyone to do their best work and grow.

We believe in rewarding impact, fostering holistic wellbeing, and empowering our talent culture. Our total rewards philosophy includes financial wellness through the Employee Share Purchase Plan (ESPP) and a competitive compensation package, as well as comprehensive benefits such as health insurance, paid vacation days, and family-friendly policies.

Join us as we reinvent the way people learn and thrive. We are committed to diversity and inclusion, and we welcome applications from candidates who share our values and passion for making work-life better for real people.