Job Specifications
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.
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
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
About the Company
Docebo is the world's most powerful learning platform, built for the business of learning. Docebo helps organizations around the world deliver scalable, personalized learning to customers, partners, and employees, driving productivity, engagement, revenue, and growth.
The Docebo platform is stable and intuitive, with innovative technology for content generation, automation, and analytics, along with the industry's most advanced AI capabilities. This enables businesses to create and manage content, effectively train diverse ...
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