Who you are

- SaaS Customer Success Mastery: You bring 5+ years of dedicated B2B Customer Success experience specifically within the SaaS industry, ideally backed by 4+ years of total relevant professional experience

- Strategic Business Acumen: You have a proven track record of helping enterprise clients achieve measurable business outcomes, handle deal-related escalations, and naturally uncover account expansion opportunities

- Tech-Savvy & Analytical Mindset: You excel at simplifying complex technical concepts for non-technical audiences and have a knack for prioritizing and implementing diverse business requirements

- Grace Under Pressure: You are highly self-driven, autonomous, and thrive in fast-paced environments, with exceptional time management skills to handle changing work volumes smoothly

- Relationship Architect: You possess a deeply empathetic, growth-focused mindset that allows you to build immediate trust, manage customer expectations, and foster long-term partnerships

- Learning Tech Expertise: Prior hands-on knowledge or familiarity with HR technologies, instructional design, or Learning Management Systems (LMS)

- Road-Warrior Ready: A willingness and flexibility to travel up to 25% of the time (with advanced notice) to connect with your customers face-to-face

What the job involves

- As our next Customer Success Manager (CSM), you will be the ultimate trusted advisor and champion for our clients, unlocking the true power of Docebo’s world-class LMS to transform their organizational learning into a business superpower

- You will step into a high-impact,



strategic role where you bridge the gap between technical innovation and business strategy, directly influencing customer retention, platform expansion, and long-term satisfaction

- By turning complex learning visions into tangible, measurable realities, you will play a pivotal role in shaping how contemporary global teams grow, adapt, and succeed

- Champion the Customer: Act as the primary advocate and trusted advisor for your Docebo customer portfolio, ensuring their unique business goals and challenges are met with world-class solutions

- Drive Platform Adoption: Consultation-first approach to deliver best practices, ensuring clients fully maximize and utilize the Docebo LMS to create deeply impactful learning strategies

- Translate Strategy to Action: Move seamlessly between business goals and execution, guiding customers on how to optimize platform configurations for maximum measurable outcomes

- Master the Ecosystem: Become a certified expert in the Docebo product suite, giving clients deep-dive insights into configuration, new features, and advanced usage opportunities

- Navigate Complex Dynamics: Confidently engage and align a diverse group of stakeholders, from hands-on LMS administrators and technical teams to executive-level buyers

- Protect and Grow Revenue: Proactively manage account renewals, mitigate churn risks, and spot organic upsell or cross-sell opportunities that drive mutual business growth

- Collaborate and Advocate: Partner cross-functionally with internal Docebo teams to deliver a unified customer experience while transforming client success stories into powerful case studies and referrals

📌 Customer Success Manager (Toronto)
🏢 Docebo
📍 Toronto