Docebo is a global company made up of professionals who truly care about their customer’s success. We are innovating the way training is managed online and will continue to build and deliver outstanding products to our customers in the years to come. As we grow, and our customer base grows, we need to increase the number of our ‘Customer champions’.
If we had to rename this role using a non-industry standard term we would call it “Customer-First Champion”. Our ideal Customer Success Manager makes our customers fall in love with our company and product, and never want to leave. This role allows you to become a champion at proactively helping, enabling, empathizing with, and advocating customers.
Reports to: Customer Success Team Leader
Identify success criteria and ensure that internal activities are aligned toward helping each customer achieve their goals.
Document in detail all customer interactions in our Customer Success Management tool.
Work closely with the implementation and support teams to ensure that each customer has a world-class experience.
Monitor the health of each managed account on an ongoing basis and execute success plans, case studies, and referrals as necessary.
Conduct regular business reviews of each managed customers.
Be the primary contact and advocate for Enterprise level customers;
Become an expert in Learning Management System adoption, including its challenges and processes;
You will be a friendly professional trusted advisor and know when to suggest best practices, how to defuse tensions, and always address issues as your ultimate goal;
Maintain a revenue base by managing account retention and renewal rates;
Advocate extended usage, by explaining the value of new modules and services to existing customers;
Identify opportunities for upselling and expansion among your portfolio of managed customers.
Work as part of the team to develop strategies for scale, growth and increased quality of service.
BA/BS or equivalent experience;
Prior experience in an account management, consultancy, or training role, preferably in a startup or fast growth SaaS organization;
Experience working with B2B accounts;
A track record of consistently meeting, and exceeding, revenue goals in previous roles;
Clear and articulate communication skills, you know how to empathize via phone and in person;
Natural organizational skills allow you to handle pressure and volume with a positive attitude;