Artificial Intelligence. Actual Impact.
At Docebo, AI isn’t just a buzzword — it’s how we help teams move faster,
perform better, and focus on the work that actually matters. Our learning
platform is built with smart, time-saving tools that personalize training, cut
the busywork, and make learning feel like less of a chore (and more of a
superpower).
We’re building the future of learning, and we’re doing it with a team that loves
to challenge the status quo. If you're excited by the idea of using AI to make
work-life better for real people — not just in theory — you're in the right
place.
Still thinking it over? At Docebo, values aren’t just posters on the wall — they
show up in how we work every day. We lead with what we call the Docebo Heart: we
trust each other, assume positive intent, and make space for the differences
that make our team stronger.
So… what are you waiting for? Join 900+ Docebians around the world and help us
reinvent the way people learn.
About This Opportunity:
The Senior Specialist - CX Operations is responsible for assisting the Manager,
Customer Success Operations & the VP, Revenue Strategy and Operations in driving
and optimizing the end-to-end customer journey, ensuring a seamless and positive
experience from initial contact through to post-sale support. This role requires
a strategic thinker with excellent operational, analytical, and communication
skills to drive customer success and retention. This role will report to the
Manager, Customer Success Operations.
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Processes:
- Optimize and manage Customer Success and Professional Services to enhance
customer experience and outcomes
- Collaborate with cross-functional teams to refine processes, implement and
maintain workflows, and and increase team effectiveness
- Risk Management: Detect early signals of at-risk renewals (12-18 months
before renewal date) and design playbooks for CSMs to address them
- Renewals Forecasting: Develop scalable processes in our systems for AMs and
CSMs to forecast and track renewals
- Customer Lifecycle: Work with customer success leadership on the timing and
content of CSM touch points throughout the customer journey
- Liaise with product, professional services, and sales teams to: Channel
customer feedback to product teams, Align with the Support teams on major
case resolutions for large customers
- Provide visibility of customer and project health during onboarding to the
CSM org and exec sponsors
- Proactively identify and address operational bottlenecks to improve customer
retention, reduce churn, and drive customer satisfaction
- Stay updated on industry trends and best practices in customer experience
management
Systems:
- Build and utilize tools such as customer health scores, churn prediction, and
CSAT & NPS metrics to empower our teams to deliver unparalleled service to
our customers
- Totango: Implement CSM risk playbooks and develop Totango as the single
source of truth for customer health, interaction levels and commercial
information
- Train, support, and oversee the daily operations of our tech stack. Ensure
data integrity in our CRM (Salesforce). Set up new tools and integrations as
needed.
- Integration and Information sharing between different systems used by the
customer teams including Totango, Salesforce, Kantata, and Snowflake
Data:
- Reporting: Create reporting for QBRs, executive meetings, and board meetings
on renewals, GRR, and NDRR via dashboards and decks
- Analysis: Monitor health parameters as leading indicators of customer renewal
and surface insights to assist the CSM team
- Develop and maintain reports and metrics to inform strategic decisions and
improve team performance
People:
- Work with CS and PS enablement to facilitate CX enablement for new processes
and systems
- Manage stakeholders efficiently, leading productive conversations and
coordinating efforts between departments
Qualifications:
- 3+ years of experience in revenue operations in the B2B SaaS industry,
working with Customer Success teams
- Strong proficiency in Excel and Google Sheets (pivot tables, formulas, data
analysis, and reporting)
- Strong understanding of the revenue tech stack, especially Salesforce (SFDC)
and CSM tools
- Experience with Totango, Qualtrics, Kantata is a strong asset
- Strong analytical and problem-solving skills, using data and analytics to
improve performance
- Growth mindset and willingness to develop operational efficiency and adopt
new methods
- Experience in risk and root cause analysis and assessment
- Excellent project management abilities and cross-functional stakeholder
collaboration
- Excellent communication and presentation skills
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Benefits & Perks 😍
-Generous Vacation Policy, plus extra floating holidays to use for religious or
cultural events that matter to you
-Employee Share Purchase Plan
-Career progression/internal mobility opportunities
-Four employee resource groups to get involved with (the Docebo Women's
Alliance, PRIDE, BIDOC, and Green Ambassadors)
-WeWork partnership and “Work from Anywhere” program
Hybrid Office Model 🏢
We believe when people are together, they develop deeper relationships and
accelerate innovation. Because of this, all Docebo employees worldwide are
“hybrid.” We encourage in-person collaboration while supporting work-from-home
when employees need dedicated focus time, allowing Docebians to do their best
every day. Each team leader is able to decide how often their teams come into
the office, considering the needs of the team and the employee’s needs. Our
Talent Acquisition team will let you know about the role you are applying for
and the hybrid details during the first interview.
About Docebo 💙
Here at Docebo, we power learning experiences for over 3000 customers around the
world with our easy-to-use, AI-powered Suite designed to close the enterprise
learning loop. We have successfully achieved 2 IPOs (TSX: DCBO & NASDAQ: DCBO
[https://www.docebo.inc/home/default.aspx]), been recognized as a Top SaaS
e-learning Solution, and are growing exponentially in the process.
Docebo is a global company with offices in North America, EMEA, APAC and more.
Our people believe in six core values, simply defined and manifested in
everything we do - Innovation, Simplicity, Accountability, Togetherness,
Curiosity, and Impact. If this sounds like you, now is your time to join one of
the fastest-growing learning technology companies on the market. 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, color,
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.
Any individuals requiring a reasonable accommodation to assist with their job
search or application for employment should send an e-mail to
recruiting_accommodations
(at) docebo.com. The e-mail should include a description of the requested
accommodation and the position you’re applying for or interested in.
