Customer Success Manager

At Duarte, we’ve shaped how the world’s most influential leaders and brands communicate since 1988. Empathy sits at the core of everything we create the ability to know yourself, understand others, and adapt and it runs through every deliverable we craft. We hold a high bar, and we drive our industry rather than follow it.

As a Customer Success Manager (CSM), you own the post-sale client relationship, delivery experience, retention strategy, and account health for Duarte Academy customers. You ensure engagements are executed successfully, clients achieve meaningful outcomes, and relationships remain active between purchases.

Serving as the primary steward of customer success, you coordinate delivery logistics, lead impact conversations, maintain ongoing stakeholder relationships, and identify growth opportunities. You partner closely with Enterprise Account Directors (EADs), facilitators, product teams, and operations teams to drive long-term client value and retention.

While EADs own opportunity qualification, pricing, and closing expansion business, the CSM is responsible for creating the conditions that lead to retention and expansion.

Our people live four behaviors — the ROAD:

• Rally self and others — lead with candor, mentor designers, and bring out the best in a team
• Own the outcome — define what good looks like, keep your promises, and protect the margin
• Astonish with value — solve big problems, make craft look effortless, and hold a high bar
• Drive the industry — set a standard others work to match and advance the craft

Measurement

is role is responsible for maintaining healthy customer relationships and driving long-term account success. Performance will be assessed on:

• Customer retention and renewal performance
• Account health and stakeholder engagement
• Expansion opportunity identification and handoff quality
• Impact Review and QBR effectiveness
• Delivery readiness and fulfillment accuracy
• Overall client satisfaction and business outcomes achieved

Essential Duties & Responsibilities

Delivery & Program Management

• 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.

Account Relationship Management

• 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.

Impact Reviews & Account Planning

• 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.

Retention & Expansion

• 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.

Customer Insights & Operational Excellence

• 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