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Manager, Customer Success

Docebo

Docebo

Customer Service, Sales & Business Development
Milan, Italy
Posted on Tuesday, July 9, 2024
Hey you! 👋 Want to work for one of the fastest growing SaaS companies in the world? 📈
We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.
Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. 💙
So what are you waiting for? Apply today! Join 800+ global Docebians and change the way people learn.
Are you ready to be a part of the learning revolution? 🚀
About This Opportunity:
The Manager, Customer Success is a leadership role responsible for overseeing and managing a Customer Success team, focusing on driving customer satisfaction, retention, and growth by building strong relationships with customers. The Manager, Customer Success contributes to the customer success strategy, ensuring effective execution, and driving continuous improvement to deliver exceptional customer experiences.

Responsibilities

  • Execute the Customer Success strategy aligned with the company's goals and objectives
  • Define clear goals, key performance indicators (KPIs), and metrics to measure customer success and team performance
  • Collaborate with cross-functional teams, such as Sales, Marketing, and Product
  • Lead and manage a team of Customer Success professionals, providing guidance, mentorship, and support
  • Set performance expectations, establish development plans, and conduct regular performance reviews for team members
  • Foster a customer-centric culture within the team, promoting collaboration, knowledge sharing, and continuous learning
  • Build and maintain strong relationships with key customers, acting as a strategic advisor and advocate
  • Collaborate with the team to develop and execute customer success plans as necessary
  • Ensure effective communication and coordination between customers and internal stakeholders to drive customer satisfaction
  • Develop and implement standardised processes, methodologies, and best practices to drive consistent and efficient customer success operations
  • Utilise customer success platforms and tools to track customer engagements, monitor customer health, and measure customer success metrics
  • Identify opportunities for process improvements and automation to enhance customer success operations and scalability

Requirements

  • Minimum of 3-5 years leadership experience for a team in a customer-facing role;
  • Experience working with B2B accounts;
  • 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 demonstrate empathy while balancing the requirements of a business relationship between Docebo and its customers;
  • 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%
Benefits & Perks 😍
-Generous Vacation Policy, plus 2 extra floating holidays to use for religious or cultural events that matter to you
-Employee Share Purchase Plan
-Career progression/internal mobility opportunities
-Four employee resource groups to get involved with (the Docebo Women's Alliance, PRIDE, BIDOC, and Green Ambassadors)
-WeWork partnership and “Work from Anywhere” program
Hybrid Office Model 🏢
We believe when people are together, they develop deeper relationships and accelerate innovation. Because of this, all Docebo employees worldwide are “hybrid.” We encourage in-person collaboration while supporting work-from-home when employees need dedicated focus time, allowing Docebians to do their best every day. Each team leader is able to decide how often their teams come into the office, considering the needs of the team and the employee’s needs. Our Talent Acquisition team will let you know about the role you are applying for and the hybrid details during the first interview.
About Docebo 💙
Here at Docebo, we power learning experiences for over 3000 customers around the world with our easy-to-use, AI-powered Suite designed to close the enterprise learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a Top SaaS e-learning Solution, and are growing exponentially in the process.
Docebo is a global company with offices in North America, EMEA, APAC and more. Our people believe in six core values, simply defined and manifested in everything we do - Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact. If this sounds like you, now is your time to join one of the fastest-growing learning technology companies on the market. Apply today!
Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.
Any individuals requiring a reasonable accommodation to assist with their job search or application for employment should send an e-mail to recruiting_accommodations
(at) docebo.com. The e-mail should include a description of the requested accommodation and the position you’re applying for or interested in.