Edtech.com's Summary

Docebo is hiring a Customer Success Manager - Public Sector to manage government sector customers and maximize their use of Docebo’s Learning Management System (LMS). The role involves acting as a trusted advisor, driving platform adoption, aligning customer strategies with Docebo solutions, and ensuring customer satisfaction, retention, and growth.

Highlights

Serve as the primary contact and advocate for government customers, addressing their challenges and goals.
Drive the adoption of the Docebo LMS by providing best practices and guidance.
Translate business and learning strategies into actionable plans and outcomes.
Become an expert in the Docebo product suite including configuration and usage optimization.
Manage account retention, renewals, and upsell opportunities to support customer growth.
Required experience includes 5+ years in customer success, 4+ years in relevant roles, and working with state and local governments.
Proficiency in managing B2B SaaS accounts and strong communication skills, especially virtual engagement.
Preferred knowledge of HR or LMS technologies, technology risk management, compliance frameworks, and federal security standards such as FedRAMP and NIST.
Willingness to travel up to 25% as needed.
Benefits include generous vacation, employee share purchase plan, career progression, employee resource groups, and a hybrid work model.

Customer Success Manager - Public Sector Full Description

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 Customer Success Manager, Public Sector (CSM) is responsible for helping Docebo customers in the government sector achieve their goals by maximizing the value and adoption of Docebo’s Learning Management System (LMS). Acting as a trusted advisor, the CSM works with a portfolio of government customers to guide them in leveraging Docebo’s platform to meet their business objectives, ensuring successful adoption, usage expansion, and renewal. This role bridges business strategy and technical expertise, fostering strong relationships with customers and internal teams to deliver exceptional outcomes and customer satisfaction.

Primary responsibilities, including but not limited to:

The responsibilities listed in this section are representative and not exhaustive. Additional duties may be assigned as needed.
Serve as the Primary Contact: Act as the main advocate for Docebo customers, ensuring their goals and challenges are addressed with effective solutions.
Drive LMS Adoption: Provide best practices, guidance, and consultation to customers on using the Docebo LMS to create impactful learning programs and strategies.
Translate Strategy into Action: Demonstrate expertise in business and learning strategy realization, helping customers implement and optimize solutions that achieve measurable outcomes.
Master Docebo’s Platform: Become an expert in the Docebo product suite and provide customers with in-depth knowledge on configuration, usage, and expansion opportunities.
Manage Customer Expectations: Set clear expectations about Docebo’s products, services, and resources to align with customer needs and goals.
Handle Escalations: Lead deal-related escalations with the support of management, ensuring resolutions align with customer and business objectives.
Engage Stakeholders: Work with diverse customer personas, including LMS administrators, technical teams, and executives, to align objectives and drive success.
Prioritize Business Requirements: Analyze and prioritize customer requirements to guide their implementation within Docebo’s platform.
Simplify Technical Concepts: Convey technical details in a clear, business-focused manner to stakeholders with varying levels of technical expertise.
Ensure Retention and Growth: Manage account retention and renewal for the customer portfolio, proactively addressing risks to prevent churn and downgrade.
Collaborate Across Teams: Partner with internal teams to deliver a cohesive and seamless customer experience.
Identify Upsell Opportunities: Discover and position upsell and cross-sell opportunities by demonstrating the value of new features or upgrades.
Advocate for Docebo: Leverage customer success stories to secure referrals, case studies, and positive reviews through advocacy programs.
Contribute to Team Growth: Actively participate in the development of strategies and initiatives to scale and enhance the quality of Customer Success services.

What it takes to be successful:

A successful Customer Success Manager demonstrates strong communication skills, a collaborative mindset, and a passion for customer satisfaction.
They excel at problem-solving, balancing strategic thinking with hands-on execution. The ideal candidate is self-driven and can effectively manage time and priorities in a fast-paced environment.
They are empathetic, proactive, and able to build trust and rapport with customers while maintaining a growth-focused mindset.

Requirements:

Typically 4+ years of relevant work experience.
MUST have previous experience working with State and Local Governments
Minimum of 5 years of experience in a customer success role.
Fluent English (mandatory).
Proven experience managing B2B accounts in the SaaS industry.
Demonstrated ability to help customers achieve business outcomes and drive upsell opportunities.
Strong written and verbal communication skills, with the ability to engage stakeholders virtually.
Ability to thrive under pressure and manage varying work volumes effectively.
Autonomous, with strong time management and organizational skills.
Knowledge of HR or LMS technologies is preferred.
Willingness to travel up to 25% with notice.

Preferred Requirements:

Experience within Technology Risk Management, Compliance, and Information Security
Experience with compliance frameworks and federal security standards like FedRAMP, FISMA, NIST SP 800-53, SOC2, ISO 27001, RMF
Working knowledge of NIST SP 800-53 concerning cloud technologies, architectures, and services
Experience performing FedRAMP assessments, authorization, and continuous monitoring (ConMon) of cloud service offerings

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), 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.

Original Job Description