Senior Specialist - CX Operations
Docebo
Operations
Toronto, ON, Canada
Posted on Oct 31, 2025
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
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.
