Customer Lifecycle Operations Manager
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We’re building the next generation of learning software that companies like AWS, Netflix, Opentable and L’Oreal rely on to deliver training 💻 We believe learning is for everyone, and that we all have something we can learn from each other. We rely on one another to continuously innovate our products and processes to create an exceptional experience for our employees, customers and partners.
Still not sure? We are a culture where values are at the center of everything we do. We also embody what we call the Docebo Heart. We trust our teammates, assume the best of one another, and also hold space for all the differences that make us better. 💙
So what are you waiting for? Apply today! Join 900+ global Docebians and change the way people learn.
Are you ready to be a part of the learning revolution? 🚀
About This Opportunity:
The Customer Lifecycle Operations Manager is responsible for assisting the VP, Revenue Strategy and Center of Excellence 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.
Responsibilities:
- Optimize and manage Customer Success, Professional Services, and Support operations 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 Gong for 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:
- 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
- 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
- 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.
- Work with CX enablement to facilitate CSM enablement for new processes and systems
- Liaise with CSM leadership to assess team workload and hiring plans
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
Requirements:
- 6+ years of experience in revenue operations within the B2B SaaS industry, working closely with Customer Success teams.
- Bachelor’s degree or equivalent relevant experience.
- Proficiency in revenue tech stack tools, especially Salesforce (SFDC) and Customer Success Management tools (e.g., Totango).
- Experience with Kantata, Zendesk, Snowflake, and Qualtrics is a strong asset.
- Strong analytical and problem-solving skills, with a track record of leveraging data to drive performance improvements.
- Proven ability in risk management, root cause analysis, and operational efficiency.
- Excellent project management and stakeholder collaboration skills.
- Exceptional communication and presentation abilities to deliver impactful reporting and insights.
#LI-Hybrid
Benefits & Perks 😍
-Generous Vacation Policy, plus 2 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), 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.
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