Customer Experience Manager

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The global remote work community tends to interact in English. Switching languages might impact your visibility.

Customer Experience Manager

A full-time team member or employee

Skills and experience needed

5+ years of experience
Customer experience
Customer service
1+ year of experience

Organization(s) name(s)


Monetary compensation

USD$42,000 to 102,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Monetary compensation

USD$42,000 - 102,000 /year
(Estimated by Torre The quoted compensation hasn't been verified by the organization. It's Torre's estimate based on the job requirements contained in the post. )

Why this opportunity exists

• The Customer Experience Manager (CXM) is responsible for creating a positive experience for the customer, ultimately leading to renewal and long-term customer satisfaction. To achieve this, the CXM understands the business initiatives and goals of the customer and helps them meet their goals using curiosity, empathy, and innovative thinking. Refine & optimize the customer’s use of the platform by taking advantage of current & new features. The CXM will assess overall satisfaction of the customer through stakeholder meetings, and close monitoring of usage and other key metrics. • The CXM guides Docebo customers to the optimal solution to meet their business needs in a consultative approach and in the context of the customer's industry and use case. • This role works with a portfolio of customers and collaborates with all internal stakeholders such as sales, product, marketing and account management. The primary goal is to increase customer satisfaction and loyalty creating… “raving fans”.


• Own customer retention by reducing churn, increasing customer adoption, and improving customer satisfaction. • Identify and mitigate risk early to ensure ongoing customer satisfaction. • Educate and inspire customers with best practices, success examples, and innovative ways to solve business problems. • Demonstrate empathy and be a trusted advisor and advocate for customers, ensuring that each touchpoint across the customer journey is engaging, efficient, and effective. • Understand, master, and become a pro at describing our product to prospects, and addressing promptly every question they may have surrounding our technology. • Prepare and deliver technical presentations explaining products or services to prospective customers. • Plan and configure products to meet presentation needs, as well as deliver on product demonstrations. • Assist the customer in creating and monitoring success KPIs throughout each phase of the customer journey. • Create customer champions who are willing to participate in Docebo Marketing initiatives. • Collaborate with internal teams (marketing, sales, product, professional services, and support) in order to provide an overall high quality Customer Experience. • Recognize up-sell opportunities based on customer needs and work with the Account Management team to expand usage of Docebo.

Additional requirements (other than skills)

• Prior experience managing a renewable book of business for a software-as-a-service company. • Previous experience on LMS administration and Instructional Design principles. • Strong communication skills and rapport building, while leveraging technology to interact with customers remotely. • Understanding of HTML, CSS, and Javascript; • Strong knowledge of enterprise technologies and systems, including SSO, CRM, ERP or HRIS; • Have a strong ability to share your technical knowledge while maintaining an upbeat pace and a positive mindset; • Knowledge of latest trends & technology in L&D space and how to apply into the customer journey. • Consultant approach to use a combination of logic, analysis, experience, wisdom, advanced methods to make sound, timely decisions and to find effective and innovative solutions. • Ability to analyze data and use it to drive conversations and objectives. • Customer focus to be able to add value to customers and exceed their expectations giving excellent service. • Ability to demonstrate a high degree of empathy while balancing the relationship between Docebo and our customers. • Nice to Have: • Previous experience as Customer Success Specialist, Customer Success Manager, Customer Experience Manager or business consultant. • Proficiency of HR / LMS technologies is desired. • Knowledge in CRMs Salesforce preferred.

Language(s) required

English - fully-fluent

Career path

• 5-9 years of experience in a related field. • Bachelor degree or equivalent experience.

About the organization(s)

• Trusted by 2000+ companies worldwide, Docebo is the top cloud-based LMS with AI superpowers designed to make customers, partners, and employees love their learning experience.

Team structure

• Reports to: Director of Customer Experience NA

Additional details

• Location: Toronto, ON (Remote OK)

Agreement type

To be defined

Posted: February 11, 2021 12:03 AM

Manuela Vargas Jaramillo
Manuela Vargas Jaramillo Verified
Independent Recruiter
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