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As a Senior Customer Success Manager, you will manage customer journeys, promote product adoption, act as a trusted advisor, and drive innovation to enhance user experience with the AI-powered learning platform.

Lead enterprise-focused pipeline generation and expansion programs (ABM, partner marketing, digital, events) to drive upsell, cross-sell, and partner-sourced revenue. Build account-based plays using intent data, coordinate closely with sales, support federal campaigns, measure pipeline impact with clear attribution, and iterate using AI-driven insights.

Manage onboarding and service engagements for multiple SMB customers on the Docebo platform. Run concurrent implementation projects, document success criteria, develop implementation schedules, create functional/technical specifications, configure solutions as needed, monitor risks, and keep projects within budget and utilization targets while coordinating across Customer Success teams.

Lead and grow an SRE team to ensure platform reliability and scalability. Own incident response, on-call execution, post-mortems, and SRE processes (incident, change, capacity, problem management). Partner with Product and Engineering to embed reliability, track operational KPIs, and optimize workflows to reduce risk.

Serve as trusted advisor for an enterprise Docebo LMS portfolio: drive adoption, translate strategy into platform configurations, manage renewals, mitigate churn, identify upsell opportunities, and coordinate cross-functional resources to deliver measurable learning outcomes.