Customer Success Manager - Mid-Market

Artificial Intelligence. Actual Impact.

At Docebo, we’re using AI to change how people learn at work—and we mean actually change it. We’re an AI-powered learning platform that helps organizations create, deliver, and manage training all in one place. But our real mission goes deeper: we help teams move faster, work smarter, and focus on the work that truly matters. Our platform is built with intelligent, time-saving tools that personalize learning, eliminate busywork, and turn training from a checkbox into a superpower. The result? Better experiences for learners and real results for businesses.

We’re shaping the future of learning with a team that isn’t afraid to challenge the status quo. If you're excited by the idea of using AI to make work-life better for real people–you’ll feel right at home here. And it’s not just what we build, it’s how we show up. At Docebo, our values aren’t just posters on the wall—they guide how we work every day. We call it the Docebo Heart: trust by default, assume positive intent, and create space for different perspectives to thrive.

So… what are you waiting for? Join 900+ Docebians around the world and help us reinvent the way people learn, because learning never stops.

The Customer Success Manager - Mid-Market is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CSM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. Refine & optimize the customer’s use of the platform by taking advantage of current & new features. The CSM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics.

The CSM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer’s industry and use case.

This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating… “raving fans”.

Responsibilities:

• Owns customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction.

• Identify and mitigate risk early to ensure ongoing customer satisfaction.

• Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems.

• Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective.

• Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology.

• Prepare and deliver technical presentations explaining products or services to prospective customers.

• Plan and configure products to meet presentation needs, as well as deliver on product demonstrations.

• Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey.

• Create customer champions who are willing to participate in Docebo Marketing initiatives.

• Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience.

• Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo.

Requirements:

• 5-9 years of experience in a related field.

• Bachelor degree or equivalent experience.

• Prior experience managing a renewable book of business for a software-as-a-service company.

• Previous experience on LMS administration and Instructional Design principles.

• Strong communication skills and rapport building, while leveraging technology to interact with customers remotely.

• Understanding of HTML, CSS, and Javascript;

• Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS;

• Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset;

• Knowledge of latest trends & technology in L&D space and how to apply into the customer journey.

• Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions.

• Ability to analyze data and use it to drive conversations and objectives.

• Customer focus to be able to add value to customers and exceed their expectations giving excellent service.

• Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers.

Preferred Requirements:

• Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant.

• Proficiency of HR / LMS technologies is desired.

• Knowledge in CRMs Salesforce preferred.

Recognizing and rewarding the outcomes and behaviours that shape the future of learning.

Our Total Rewards Philosophy centers around three core areas to reward and care for our People:

• Rewarding Impact: We lead with competitive pay to reward the impact, skills and traits that fuel our success.

• Fostering Holistic Wellbeing: We care deeply about and invest in the whole person with programs that support our people’s physical, mental, and financial well-being.

• Empowering Our Talent Culture: We build a culture of trust and empowerment by designing our rewards and benefits with transparency, equity, and flexibility, enabling our people to do their best work and stay for the long haul.
  

• Financial Wellness: Own a piece of Docebo through our Employee Share Purchase Plan (ESPP) at a 15% discount, plus a competitive compensation package.

• Your Well-Being, Covered: You’ll get access to health benefits, so you can get the care you need when you need it.

• Rest, Relax, Repeat: Rest and recharge with paid vacation days, two company-wide Docebo Days, floating holidays for cultural celebrations, and your birthday off!

• Family First: We provide coverage offering you time with your little one(s) so you can soak up all those precious moments. Fun fact: we had 30 Docebian babies join the family in 2025!

• Connections That Count: Connect with global communities through our Employee Resource Groups (including PRIDE, DWA, BIDOC, and Green Ambassadors) and company-wide events that keep the fun rolling all year long.

• Fri-Yay: Kick off your weekends early with 4:30 PM Fridays (eligible employees only).

• Swag Central: Look fresh with your new-hire swag and enjoy access to our internal swag store to stay branded year-round.

At Docebo, we create seamless, AI-powered learning experiences for over 3,000 customers worldwide. We have successfully achieved two IPOs (TSX: DCBO & NASDAQ: DCBO), been recognized as a top SaaS e-learning solution, and are growing exponentially in the process. We're a global company, with office across North America, EMEA, APAC, and beyond. Our team is guided by six core values—Innovation, Simplicity, Accountability, Togetherness, Curiosity, and Impact—that shape everything we do. If this resonates with you, now is the perfect time to join one of the fastest-growing learning technology companies in the world. Apply today!

Docebo is an Equal Employment Opportunity employer. We are committed to diversity and inclusion in our workforce. All qualified applicants and employees will receive consideration for employment regardless of their race, colour, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, citizenship status, age, disability, genetic information, or any other category protected under applicable law.

As a federal contractor, Docebo is committed to the principles of affirmative action and equal employment opportunity for protected veterans and individuals with disabilities. Docebo does not discriminate because of protected veteran status or on the basis of disability, and Docebo takes affirmative action to employ and advance in employment qualified protected veterans and individuals with disabilities.

Any individuals requiring a reasonable accommodation or would like to voluntarily disclose a disability or protected veteran status to assist with their employment application should send an e-mail to [email protected]. The email should also include the position you’re interested in.