Taking applicationsChat / Email·Posted 8d ago
Senior Customer Success Manager
DoceboVerified company
Remote Canada Remote USA
Pay
$40–$53.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Remote Canada Remote USA
Open to people in the United States
EnglishSenior level
About the role
A senior customer success role at Docebo managing a SaaS customer portfolio to reduce churn, drive product adoption, and identify upsell opportunities. It is remote as an exception to the company’s hybrid policy, but candidates must be in Canada or the USA and have 5–9 years of SaaS customer success experience.
What you'll do
- Own customer portfolio lifecycle and reduce churn
- Educate customers on best practices and creative solutions
- Act as a trusted advisor and customer advocate
- Become a product expert and deliver presentations
- Define and monitor customer success KPIs
- Identify upsell opportunities with Sales and Account Management
- Build customer advocacy for marketing initiatives
What you'll need
- 5–9 years of SaaS experience managing renewable books of business
- Technical fluency with enterprise systems and HTML, CSS, JavaScript
- Knowledge of LMS administration and instructional design
- Strong strategic decision-making and problem-solving
- Empathetic communication and rapport building
- Data-driven mindset and usage metrics analysis
- Collaborative, positive mindset
Skills
Customer success managementSaaS account managementChurn reductionProduct adoptionEnterprise systems (SSO, CRM, HRIS)HTML, CSS, JavaScriptLMS administrationData analysis and KPIs
Benefits
Employee Share Purchase Plan (15% discount)Health insurancePaid time offFloating holidaysBirthday offParental leaveEmployee Resource GroupsCompany-wide events
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Applications close on 18 November.