The Enterprise Customer Success Manager helps Docebo customers align their goals and challenges with solutions in the platform, driving usage, adoption, value realization, and renewals. This role manages a portfolio of Enterprise accounts based on current business needs.

Responsibilities:
• Serve as the main point of contact and advocate for Docebo customers
• Act as an expert in LMS adoption and use‑case expansion, offering best practices and strategic guidance for effective use of Docebo
• Translate business and learning strategies into practical solutions and ensure successful implementation
• Become highly knowledgeable about the Docebo product suite and advise customers on configuration, optimization, and expanded usage
• Manage customer expectations regarding products, processes, and services
• Lead deal-related escalations with managerial support
• Engage with various customer stakeholders, including LMS administrators, technical staff, and executives
• Interpret and prioritize business and technical requirements to guide customers in implementing them in Docebo
• Communicate technical concepts clearly to non‑technical, business‑focused audiences
• Oversee account retention and renewal, proactively preventing downgrades and churn
• Collaborate with internal teams to deliver an exceptional customer experience
• Identify and support upsell and expansion opportunities through discovery, demos, and value positioning
• Manage your portfolio with a growth mindset and understanding of targets, goals, and key metrics
• Use customer success stories to drive referrals, case studies, and advocacy
• Contribute to Customer Success team initiatives that improve scale, growth, and service quality

Requirements:
• Previous experience in customer success
• Experience managing B2B accounts in a SaaS environment
• Proven ability to help customers achieve business outcomes that lead to upsell and cross‑sell opportunities
• Strong verbal and written communication skills
• Ability to build rapport virtually
• Comfortable working under pressure and managing fluctuating workloads
• Strong time‑management and prioritization skills
• Excellent problem‑solving abilities
• Self‑motivated and collaborative
• Knowledge of HR and LMS technologies is a plus
• Willingness to travel internationally up to 25% with notice