Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the effective delivery of workshops, coaching sessions, and educational programs from scheduling to completion.

• Manage client communications, materials, logistics, participant lists, certifications, surveys, workshop kits, and administration of learning platforms.

• Oversee custom workshop requests and speaker coaching engagements, ensuring clients meet their contracted objectives.

• Act as the primary contact for assigned accounts following the sale.

• Maintain consistent communication with client stakeholders to keep accounts engaged between purchases.

• Foster relationships within client organizations and serve as a trusted advisor on Duarte Academy offerings.

• Lead or co-lead Impact Reviews alongside clients and Enterprise Account Directors, documenting outcomes, feedback, and future opportunities.

• Keep account plans updated, including stakeholder mappings, renewal timelines, health status, and opportunities for expansion.

• Prepare Quarterly Business Reviews (QBRs) and other account assessments that showcase value and support the growth of long-term partnerships.

• Collaborate with the Enterprise Account Director on strategies for client retention and gross revenue preservation.

• Monitor account health and renewal risks, creating action plans as needed when issues arise.

• Identify and cultivate expansion opportunities, subsequently transitioning qualified leads to the Enterprise Account Director for pursuit and closure.

• Track metrics related to account health, client engagement, and purchase order utilization.

• Work in partnership with Sales Operations, Finance, Product, and Delivery teams to ensure smooth execution and precise account management.

• Collect and disseminate customer feedback to inform improvements in products, programs, and delivery methods.

• Undertake additional responsibilities as assigned.

⛳️ Requirements

• 3–5+ years of experience in Customer Success, Account Management, Program Management, Client Services, Learning Operations, or a similar field.

• Proven experience managing enterprise or strategic customer relationships.

• Strong skills in project management and operational coordination.

• Capability to facilitate business discussions with senior stakeholders.

• Exceptional written, verbal, and presentation communication skills.

• Strong organizational abilities and the capacity to manage multiple client priorities concurrently.

• Familiarity with CRM systems and customer success tools.

• Proficient in reading, analyzing, and interpreting briefs, brand guidelines, technical specifications, business correspondence, and other project-related documents.

• Skillful in writing clear correspondence, reports, and communications directed at clients.

• Ability to present ideas clearly, respond to inquiries, and articulate design rationale effectively to clients, managers, internal teams, and other stakeholders.

• Proficient in solving practical problems and managing various concrete variables in frequently changing situations.

• Capable of interpreting written, oral, diagrammatic, or schedule instructions.

• Ability to sit regularly, use hands for various tasks, and engage in verbal communication; frequently reach with hands and arms; and utilize close vision.

🏝️ Benefits

• Monthly stipends available for health, wellness, and technology needs.

• 100% subsidized medical coverage for employees.

• 100% subsidized dental coverage for employees.

• 100% subsidized vision coverage for employees.