Senior Customer Success Manager
New
D
DoceboSaaS, Learning Technology
Location: Remote Canada; Secondary Locations: Remote USAFull-TimeSenior
SalaryCanada: CA$118,000 – CA$157,300; U.S.: $121,768 – $162,357
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Job Details
- Experience
- 5-9 years
- Required Skills
- Data AnalysisHTMLCSSJavascriptSalesforceCustomer SuccessSaaSCRM
Requirements
- 5-9 years of experience in SaaS, specifically managing renewable books of business.
- Demonstrated ability to drive customer satisfaction and retention.
- Technical fluency with enterprise systems including SSO, CRM, and HRIS.
- Foundational understanding of HTML, CSS, and Javascript.
- Deep knowledge of LMS administration and instructional design principles.
- Experience analyzing usage metrics to drive executive-level strategy.
- Strong ability to build rapport and demonstrate empathy in professional settings.
- Previous experience with HR or LMS technologies is a plus.
- Proficiency in Salesforce CRM is preferred.
- Background as a Customer Success Specialist or Business Consultant is a plus.
Responsibilities
- Champion retention by proactively reducing churn and driving deep product adoption.
- Educate and excite customers with industry best practices and creative solutions.
- Cultivate deep-rooted relationships as a customer advocate.
- Explain technical nuances and deliver high-level platform value presentations.
- Partner with customers to define, configure, and monitor success KPIs.
- Collaborate across Sales and Account Management to identify upsell opportunities.
- Identify and nurture customer champions for advocacy initiatives.
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