Senior manager leading strategic accounts and customer success for BlackBerry Radar’s transportation asset intelligence platform. Driving retention, adoption, renewals, expansion and customer lifetime value.
About the role
- Customer Success Manager guiding enterprise customers’ adoption of Docebo’s AI-powered learning platform. Driving retention, expansion, strategic outcomes, and customer advocacy.
Responsibilities
- Act as the primary advocate and trusted advisor for Docebo’s enterprise customers
- Align customers’ strategic business goals with tailored LMS solutions
- Share industry best practices and strategic guidance to drive platform adoption
- Build deep product expertise across Docebo’s platform
- Consult on advanced configuration, usage, and expansion opportunities
- Translate complex technical details into value-driven business strategies for administrators, technical leads, and C-suite executives
- Manage portfolio retention and anticipate risks to prevent churn
- Identify upsell and cross-sell opportunities to drive account growth
- Lead strategic account escalations with management support
- Collaborate with cross-functional internal teams to ensure a seamless client experience
- Cultivate customer success stories, case studies, reviews, and network referrals
Requirements
- Minimum 5 years of experience in a B2B SaaS Customer Success role managing complex, enterprise account portfolios with a focus on retention and growth
- Proven track record of translating business strategy into actionable platform solutions that achieve measurable business outcomes
- Stellar written and verbal communication skills
- Ability to build trust and influence administrators, technical leads, and executive stakeholders virtually
- High level of self-motivation, time management, and organizational skill
- Strong team player who excels at leading customer escalations and partnering internally
- Willingness to travel up to 25% with notice for client visits and events
- Prior experience or background with Learning Management Systems (LMS) or HR technology platforms is a bonus
- Active involvement or interest in developing initiatives and strategies to elevate and scale customer success services is a bonus
- Must be legally authorized to work in the country where applying without current or future visa sponsorship
Benefits
- Employee Share Purchase Plan (ESPP) at a 15% discount
- Competitive compensation package
- Health benefits
- Paid vacation days
- Two company-wide Docebo Days
- Floating holidays for cultural celebrations
- Birthday off
- Family coverage offering time off with your little one(s)
- Employee Resource Groups including PRIDE, DWA, BIDOC, and Green Ambassadors
- Company-wide events
- Flexible work arrangement with three office days and flexibility the rest of the week
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