Customer Success Manager

Duarte, Inc. has shaped how influential leaders and brands communicate since 1988. The Customer Success Manager owns the post-sale client relationship, delivery experience, retention strategy, and account health for Duarte Academy customers, coordinating program delivery, stakeholder engagement, impact reviews, account planning, and expansion opportunities.

Responsibilities:

• Own the successful delivery of workshops, coaching engagements, and learning programs from scheduling through completion
• Coordinate client communications, materials, logistics, participant rosters, certifications, surveys, workshop kits, and learning platform administration
• Manage custom workshop requests and speaker coaching engagements, ensuring clients achieve contracted outcomes
• Serve as the primary post-sale contact for assigned accounts
• Maintain regular communication with client stakeholders, ensuring accounts remain engaged between purchases
• Build relationships across client organizations and act as a trusted advisor on Duarte Academy solutions
• Lead or co-lead Impact Reviews with clients and EADs, capturing outcomes, feedback, and next-step opportunities
• Maintain account plans, including stakeholder maps, renewal timelines, health status, and expansion opportunities
• Prepare QBRs and other account reviews that demonstrate value and support long-term partnership growth
• Partner with the EAD on retention strategy and gross revenue retention for assigned accounts
• Monitor account health and renewal risk, developing action plans when concerns arise
• Identify and develop expansion opportunities, then transition qualified opportunities to the EAD for pursuit and closure
• Track account health metrics, client engagement, and purchase order utilization
• Partner with Sales Operations, Finance, Product, and Delivery teams to ensure smooth execution and accurate account administration
• Gather and share customer feedback to inform product, program, and delivery improvements
• Other duties as assigned

Requirements:

• 3–5+ years of experience in Customer Success, Account Management, Program Management, Client Services, Learning Operations, or a related field
• Experience managing enterprise or strategic customer relationships
• Strong project management and operational coordination skills
• Ability to facilitate business discussions with senior stakeholders
• Excellent written, verbal, and presentation communication skills
• Strong organizational skills and ability to manage multiple client priorities simultaneously
• Experience with CRM systems and customer success tools
• Ability to read, analyze, and interpret briefs, brand guidelines, technical specifications, business correspondence, and other project-related documents
• Ability to write clear correspondence, reports, and client-facing communications
• Ability to present ideas effectively, respond to questions, and communicate design rationale clearly with clients, managers, internal teams, and other stakeholders
• Ability to solve practical problems and deal with a variety of concrete variables in situations changing frequently
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear
• The employee is frequently required to reach with hands and arms
• Specific vision abilities required by this job include close vision